About the role
* Coordinates maximum coverage within the assigned group to ensure completion of daily tasks * Reviews processes for efficiency and makes process updates and improvements * Creates and implements strategy to ensure performance objectives are met * Participates in the interviewing and hiring process * Provides coaching and development feedback * Issues corrective actions/terminations as necessary * Conducts monthly / annual performance reviews with direct reports * Responds to and works to resolve agent concerns in a timely manner * Handles escalated calls * Motivates staff and maintains a team atmosphere * Follows all rules set forth in the Employee Handbook and leads by example * Ensures all work is performed in compliance with Company Policies, client mandates as well as local, state and federal collections laws and regulations
QUALIFICATIONS:
* High school diploma, GED, or equivalent required * 2 years of collections experience * 1-year collections lead experience * Excellent oral and written communication skills * Strong leadership skills * Ability to change direction as needed in order to meet the needs of customers; both internal and external * Works well under pressure to assist where required in meeting critical deadlines * Capable of maintaining the confidentiality
Transparency and Privacy We value your privacy and will handle your information with the utmost care. See our Privacy Statement.