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Performance Development Manager

United States 70000.00 - 85000.00 USD / Year · Job Posted January 05, 2026
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Job Description

The Performance Development Manager is responsible for leading all post-training, nesting, and ongoing development programs for the Collections team. This role ensures newly trained agents successfully transition into production, provides targeted coaching for bottom performers, manages training calibrations, and delivers continuous education to strengthen performance, quality, and consistency across all teams. This leader will mentor agents and managers, support struggling teams, respond to agent questions, and drive a culture of continuous learning. The Performance Development Manager plays a critical role in accelerating ramp-up, closing performance gaps, and improving overall departmental results.

Job Responsibility

  • Manage and oversee the post-training nesting program, including onboarding support, skill development, and transition-to-production readiness
  • Host and lead calibration sessions to ensure consistency in call quality, scoring, coaching expectations, and collections methodologies
  • Facilitate recurring training sessions on systems, processes, call strategy, compliance, and performance expectations
  • Provide direct coaching to bottom performers and work closely with management to close performance gaps across individuals and teams
  • Serve as a resource for agent questions, escalated training needs, and real time skill reinforcement
  • Analyze team and individual performance trends to identify training opportunities, create action plans, and recommend process improvements
  • Partner with leadership, QA, Training, and Operations to maintain alignment on quality standards, workflows, and developmental priorities

Requirements

  • Minimum 2-4 years of collections experience
  • Minimum of 1-3 years’ experience in a management or supervisory role with collections
  • Strong communication skills—verbal, written, one-on-one, group facilitation
  • Ability to lead large meetings and drive alignment across teams and leaders
  • Demonstrated ability to improve performance through structured coaching and training
  • Ability to analyze performance data and translate it into actionable development plans
  • Strong relationship-building and collaboration skills across departments
  • Excellent problem-solving and critical-thinking abilities
  • High level of patience, empathy, and coaching presence
  • Proficiency with Microsoft Office Suite
  • Salesforce and dialer experience preferred
  • Understanding of collections processes, compliance requirements, and call quality standards
  • High School Diploma or GED required
  • Bilingual (English/Spanish) preferred

Nice to have

  • Bilingual (English/Spanish)
  • Salesforce and dialer experience
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