Team Lead

Job Summary:

Oversee collections call center staff and are responsible for assigning tasks, motivating and coaching employees, monitoring performance, and ensuring collection targets are achieved.

Responsibilities:

• Hiring, training, and preparing collections representatives to handle customer accounts, outstanding balances, and payment-related concerns.
• Ensuring agents understand and comply with all collections objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing coaching opportunities, and taking corrective action, if necessary.
• Identifies creative ways to improve collection efficiency by streamlining processes and systems.
• Drives continuous improvement through trend reporting, analysis, and metrics management.
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are best in field.
• Demonstrates a commitment to customer service while effectively resolving customer concerns and payment issues.
• Confers with reporting manager on complex or unusual collection situations.
• Exchanges knowledge and best practices with other iQor facilities.
• Ensures 100% adherence to all company policies, procedures, and collection compliance requirements.
• Maintains discretion and confidentiality in all areas pertaining to customer accounts, data, and proprietary information.
• Understands and embraces the business and collections operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call center experience in collections/customer service.
• 1 or more years of supervisory experience.

Education Requirements:

High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.