PpJoin BEST Italia, a fast‑growing company in the financial services sector. We provide debt collection services for banks, lending institutions, telecommunications operators, energy companies, and other mass‑service providers. We actively invest in credit portfolios. /p pBEST Italia is a part of BEST Capital Group - one of the leading debt recovery organizations in Europe, operating in Italy, Poland, Romania, and Bulgaria. /p pThe Call Center Leader is responsible for managing and optimizing the performance of the collection call center, ensuring the achievement of cash collection targets while maintaining high compliance and quality standards. The role focuses on performance management, team leadership, operational efficiency, and continuous improvement. /p pReporting to: Head of Operations /p h3Key responsibilities /h3 ul libPerformance Management /b ul liDeliver cash collection targets assigned to the Call Center /li liMonitor and improve KPIs (conversion rate, promise-to-pay ratio, productivity per FTE) /li liEnsure daily, weekly, and monthly performance tracking /li liOptimize dialing strategies and case allocation /li liCooperate with Operational Director on portfolio segmentation /li liLead and develop Team Leaders and Collection Agents /li liSet clear performance expectations and accountability standards /li liConduct regular performance reviews and coaching sessions /li liBuild a performance-driven but respectful culture /li liManage underperformance decisively when required /li /ul /li libOperational Excellence /b ul liEnsure proper workforce planning and scheduling /li liImprove processes to increase efficiency and recovery rates /liliMaintain call quality standards and compliance /li liCollaborate with Legal Enforcement and Field Collection teams /li /ul /li libCompliance Quality /b ul liEnsure adherence to legal and regulatory requirements /li liMonitor call quality and documentation standards /li liReduce complaint rates and operational risks /li /ul /li /ul h3Candidate profile /h3 ul li5+ years of experience in debt collection, call center management, or high‑performance outbound environments /li liAt least 2–3 years in a leadership role managing large agent teams /li liStrong understanding of performance metrics and call center economics /li liAnalytical mindset with ability to interpret data and adjust strategy /li liExperience in target‑driven environments /li liPerformance‑oriented, but fair /li liHands‑on and present on the floor /li liStrong coaching skills /li liEmotionally resilient and decisive /li liAble to balance empathy with accountability /li /ul h3Key KPIs /h3 ul liCash collected vs target /li liProductivity per FTE /li liConversion rate / RPC /li liStaff turnover /li liComplaint rate /li liQuality audit score /li /ul h3What we offer /h3 ul liDaily meal allowance (€7) /li liWork in a dynamic, innovation‑driven international environment /li liProfessional growth, including collaboration with senior experts across our European subsidiaries. /li /ul pFurther details on the processing of personal data are available on the BEST Italia website. /p /p #J-18808-Ljbffr