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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