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 effectively, manage time effectively in a high-demand environment.
• Ability to work flexible schedules, including evenings and weekends, based on business needs.

Preferred 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.

Benefits

We offer a comprehensive benefits package designed to support your well-being and career growth. This includes competitive base salaries, bonus incentives, generous PTO, floating holidays, and 12 federal holidays observed. We also provide support for financial wellbeing and retirement, including a 401(k) with employer match. Our benefits extend to comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance, and more. We cover employer-paid short-term/long-term disability and basic life insurance. We offer flexible hybrid working arrangements, paid parental leave, and adoption reimbursement programs. Free access to on-site staffed fitness centers (in Delaware) and gym subsidies are also provided. Confidential counseling support (EAP), health advocacy services, and wellness programs with financial incentives are included. Tuition reimbursement and family scholarship programs are available, along with career development and training opportunities.