Call Center Team Leader

What You'll Contribute

The Associate will be responsible for managing the day-to-day operations of our collections department to optimizeliquidation performance, resolution rates, and drive collector compliance withregulations. 

What You’ll Do

• Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness. 

• Utilizes all available reporting to analyze performance factors to identifyboth successes and areas of focus to enhance assigned individual’s performance 

• Conducts side-by-side observation sessions andcompletes listening evaluations.This includes live listening's, and account browses andidentifies opportunities for improvement. 

• Provide daily direction and communication to employees so that calls are handled in a timely, efficient, and knowledgeable manner. 

• Develop appropriate coaching plans for everyone, tracks individual’s progress and provides feedback for management consideration.

• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. 

• Provides lead coverage for all employees and provides customer call assistance rotating on Friday and Saturdays as needed. 

• Provides guidance to staff and identify to senior management when additional oversight is needed

• Monitor lunches, breaks, handle times and other adherence performance factors 

• Maintain continuing education, training in industry career development. 

• Brainstorms with senior management to assess educational needs on the floor 

• Helps Education Specialist to facilitate training sessions with classes of collectors 

• Calibrate with our business support areas to mitigate risk  

• Develops handouts and training material for desk drops as needed 

• Assist with escalated phone calls when necessary 

• Ad hoc reporting and remediation 

• Assist the senior leadership team with interviewing and hiring candidates.  

The above information is intended to describe the general nature and level of work performed by employees assigned to this job; it is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees in this role.

What You Bring 

Minimum education, skills and experience required.

• Bachelor’s Degree or equivalent experience preferred

• 1+ years of experience in operations within financial services

• Working knowledge of all federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA. 

• Effective written and oral communication skills

• Excellent negotiation skills with the ability to influence others

• Demonstrated ability to appropriately manage multiple priorities in a time sensitive manner and high-volume environment

• Strong analytical and problem-solving skills with the demonstrated ability to accurately identify issues, effectively resolve problems and or escalate to management. 

• Ability to work flexible day, evening and weekend hours as required

• Proficient in MS Applications

The Americans with Disabilities Act

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the “essential functions” of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his/her expertise in performing the function, or only a limited number of employees are available to perform that function.