OVERVIEW

Have you worked in a call center as a Team Lead? Do you also have collections experience?

We have a client in 3rd party financial services whose culture is always the #1 thing we get great feedback on from candidates and interviews. They’re a strong team with great structure and good people, and this person will have the natural ability to lead the team with a kind, constructive demeanor, while maintaining firm attendance, dress, and other company policies.

This person will oversee daily agent minutiae on a night shift (preferred) or day shift team of call center agents, plus will collaborate on cross-department projects, stay on top of reporting and KPIs, and handle escalations.

Did we mention it comes with profit sharing?

DUTIES:

• Oversee team of call center agents to ensure tasks are completed efficiently, accurately, and on time.
• Contribute to workflow improvement, maintain adherence to standards, and drive continuous improvement internally and externally
• Accountable for handling both conduct-related and performance-related concerns within the team
• Serves as a representative for the team in recurring meetings focused on growth and operational improvements, while also overseeing reporting activities
• Applies reporting insights to establish goals, adjust targets, and refine performance metrics for team members
• Involves regular coordination with offshore partners to address inquiries and ensure support needs are fulfilled
• Provides performance review, coaching, and corrective guidance to team members as needed.
• Shares key metrics and updates in company-wide meetings and other assigned presentations
• Delegates tasks effectively and ensures timely follow-up and completion
• Maintains prompt communication across all channels including email, messaging, and phone
• Reviews call data to uncover trends, risks, and opportunities, escalating concerns when appropriate
• Takes escalation calls when needed

QUALIFICATIONS:

• Must be able to start with next training class on Monday July 6th
• Cannot miss first two weeks of training
• Minimum experience required: leading a call center, collections experience (do not have to be at the same time)
• Preferred experience: actual collections call center or collections team leadership experience
• Able to keep track of or refer to documentation on complex collections regulations and company policies
• Must be polished and professional
• Requires strong leadership, empathy, and adaptability to support changing team needs
• Ideally able to work M-Th 10-8 p.m. shift (4x10’s)
• May consider individuals who need to work day shift hours

PAY/BENEFITS

• $50-$53k for Team Lead position
• $54-$56k for Senior Team Lead position (3 years collections leadership experience is the minimum requirement for this role)
• Profit Sharing program with quarterly payouts
• Health Benefits & 401k
• 11 Paid Holidays & additional PTO

Pay: $50,000.00 - $56,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Profit sharing

Work Location: In person