Associate Director – Sales and Collections Performance Operations

About the role

The Associate Director – Sales and Collections Performance Operations leads client satisfaction, revenue growth and operational profitability by ensuring contractual KPIs are met. This senior position provides strategic leadership across multiple programs, driving performance coaching, operational excellence and workforce optimization.

Key responsibilities

• Own overall program performance, meeting client KPIs, revenue targets, sales conversion and collections recovery goals.
• Review and manage balanced scorecards, dashboards and KPIs to align short‑term execution with long‑term strategy.
• Develop and execute performance improvement strategies for sales and collections.
• Provide strategic oversight of performance coaching to improve agent productivity, compliance and customer experience.
• Partner with clients to identify operational improvements and growth opportunities.
• Lead cross‑functional teams including Workforce Management, Quality Assurance, Learning & Development and IT.
• Utilize data analytics and root‑cause analysis to close performance gaps.

Required profile

• Bachelor’s degree in Business Administration, Management, Finance, Marketing, Communications or related field (Master’s degree a plus).
• 8‑12+ years progressive leadership experience in BPO, contact centre, sales or collections, with 3‑5 years senior leadership managing Operations Managers, Performance Coaches or similar functions.
• Proven success leading sales and/or collections operations and large‑scale, multi‑site client programs.
• Strong client management and stakeholder engagement experience.

Required skills

• Deep knowledge of contact‑center operations, workforce management, quality assurance, training and performance management.
• Advanced understanding of sales and collections performance metrics.
• Ability to leverage data and analytics for operational decision‑making.
• Exceptional leadership, coaching and talent development capabilities.
• Advanced proficiency in Microsoft Office applications, reporting platforms and performance‑management tools.