Associate, Call Center Team Leader

About the role

The Team Leader, Collections at Sallie Mae is responsible for driving daily team performance within a high-volume, metric-driven environment. This role ensures collectors execute effective strategies, meet performance expectations, and operate within compliance standards while delivering strong customer outcomes.

Responsibilities

• Lead and manage a team of collectors, driving performance across key metrics including productivity, quality, resolution rates, and adherence.
• Function as a floor leader, stepping in where needed to maintain workflow, answer questions, and keep operations moving.
• Provide real-time coaching and feedback based on call monitoring, account handling, and daily performance observations.
• Conduct frequent side-by-side sessions, call reviews, and account audits to reinforce expectations and improve individual performance.
• Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate action to improve results.
• Set clear daily expectations and ensure collectors are prioritizing the right work, managing queues effectively, and handling customer interactions efficiently.
• Hold team members accountable through consistent coaching, feedback, and performance management routines.
• Manage a high-volume environment, ensuring calls, follow-ups, and account actions are completed timely and accurately.
• Monitor and enforce schedule adherence, including attendance, breaks, handle time, and availability.
• Handle and resolve escalated customer interactions, supporting collectors in complex situations.
• Partner with leadership to identify performance issues, recommend action plans, and support formal performance management when needed.
• Ensure all team activity consistently meets regulatory requirements and internal policies, reinforcing a strong culture of compliance.
• Assist with onboarding and training efforts, including facilitating sessions, reinforcing material, and supporting new hire development.
• Contribute to ongoing improvement efforts by identifying process gaps, participating in audits, and supporting remediation activities.
• Complete ad hoc reporting, deep dives, and performance reviews as needed to support business needs.

Requirements

• 2+ years proven experience working in a high-volume, performance-driven environment (e.g., call center, operations, customer service, sales, or financial services).
• Demonstrated ability to coach, influence, and improve individual performance through direct feedback and accountability.
• Strong ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Experience working with and managing KPIs such as productivity, quality, adherence, or customer outcomes.
• Ability to analyze performance data and quickly translate insights into action.
• Strong communication skills, with the ability to give clear, direct feedback and handle difficult conversations.
• Prioritize work, and manage time effectively in a high-demand environment.
• Ability to work flexible schedules, including evenings and weekends, based on business needs.

Qualifications

• Bachelor’s degree or equivalent experience.
• Previous experience in a team lead, supervisor, or informal leadership role.
• Experience in collections, call center operations, or other highly regulated environments.
• Experience supporting training, onboarding, or coaching programs.

Skills

• Proven experience in a high-volume, performance-driven environment.
• Ability to coach and influence team members.
• Strong organizational and time management skills.
• Experience with KPIs and performance data analysis.
• Effective communication and conflict resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexible scheduling and adaptability.

Benefits

• Competitive base salary.
• Bonus incentives.
• Generous PTO, floating holidays, and 12 federal holidays observed.
• Support for financial wellbeing and retirement with a 401k with employer match.
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance, and more.
• Employer-paid short-term/long-term disability and basic life insurance.
• Flexible hybrid working arrangements.
• Paid parental leave and adoption reimbursement programs.
• Free access to on-site staffed fitness centers (in Delaware) and gym subsidy (for locations outside Delaware).
• Confidential counseling support (EAP), health advocacy services, and wellness program with financial incentives.
• Tuition reimbursement and family scholarship programs.
• Career development and training opportunities.