30-Day Collections Department Lead

About the role

Under minimal supervision, the Department Lead assists the Management Team with overseeing the department. This includes ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participating in the training and coaching of the call center staff, investigating and resolving escalated issues, providing lead support in the absence of a Supervisor, and completing other work as assigned.

Responsibilities

• Monitor live reports and address concerns when identified
• Monitor phone calls to ensure proper handling
• Coach agents as needed or directed
• Step in to lead a team when the Supervisor is absent
• Document all interactions with agents and update coaching log
• Communicate professionally with internal and external customers
• Ensure tasks are completed in a timely manner and send reminders
• Other duties as assigned

Requirements

• Ability to interpret and explain policies and procedures to others
• Exercise sound judgment when making decisions
• Excellent organization and prioritization skills
• Use proper grammar and email etiquette, including accurate spelling and correct vocabulary
• Diffuse hostile callers
• Develop and deliver training
• Ability to work under time constraints and daily deadlines
• Good interpersonal skills and teamwork awareness
• Maintain confidentiality with personnel and management issues
• Bilingual (Spanish) a plus
• Must be willing to work overtime, weekends, and evening shifts

Pay

$17.50 per hour plus bonus potential of up to $1000 based on performance.

Benefits

• Medical, Dental, and Vision benefits
• Life Insurance, Flexible Spending Account
• 401K matching
• Employee Stock Ownership Program in a $14.2 Billion Company, plus company matching
• Wellness Program, Daily Team Exercises
• Metro Tap Card and Metro-link Reimbursement
• Westlake University, Certification Programs
• Career Path Opportunities
• Discounts on Parks, Museums, Movie Tickets, and Attractions
• AT&T Wireless Discounts
• Employee Loan Assistance
• Onsite Yoga, Treadmill Desks
• Annual Flu Shots, Biometric Screenings
• Paid Vacation Days
• Paid Sick Days
• Paid Holidays
• Gym
• Rental Car Discounts
• Dell Member Purchase Program