Team Lead

FUNCTION DESCRIPTION

Report to the Regional Operations and Call Center Manager. The role includes the responsibility of helping team members consistently meet or exceed performance expectations for collection efforts of the assigned portfolio.

Ensure real-time monitoring of key agent-related metrics, such as log-in and log-out times, minimum calls per day, contact rate, promise-to-pay establishment, promises kept, net log-in hours, and absenteeism percentage, ensuring daily compliance.

Ensure that the dialer configuration is functioning correctly to guarantee that drop rates and penetration rates remain below the target as defined in KPIs.

Provide suggestions to operations/collections managers based on expected collection leads or other products.

Ensure that advisor results are approved at the beginning of the month and are met on a daily basis.

Conduct continuous monitoring and provide feedback with coaching to collections agents to ensure compliance with collection processes and to communicate relevant consequences to delinquent customers.

Maintain regular communication with operations/collections managers and the Regional Operations and Call Center Manager, providing analysis of the reasons customers give for non-payment of active debts.

Coordinate and regularly assist operations/collections managers and the internal training team to support the training of new and existing collections agents on any new or existing tools, processes, and collection systems.

Ensure that all delinquent applications/accounts have been thoroughly worked according to standardized procedures.

Provide continuous feedback to the Regional Operations and Call Center Manager and collections/operations managers on ways to improve collection-related processes.

Be responsible for preparing an EWS (Early Warning System) to identify agents who may separate within the next 30 days and request recruitment pools to maintain the approved staffing level.

Responsible for executing the required shifts and managing candidate profiles approved by collections/operations managers.

Design fast, attractive non-monetary and monetary R&R (Recognition and Rewards) activities, in addition to bonuses, to help motivate agents to increase collection figures.

Monitor and evaluate agent performance, providing learning or coaching opportunities and taking corrective action when necessary.

Identify operational issues and suggest possible improvements.

Prepare reports and analyze data to assist management in determining contact center objectives.

Improve the quality of customer interactions, ensuring compliance with all legal, regulatory, compliance, and quality assurance requirements in every interaction.

1. POSITION REQUIREMENTS

• High school diploma.
• Proficiency in Office 365.
• Problem-solving skills.
• Technologist or professional degree in administrative-related fields (preferred).
• Minimum of 1 year of experience as a supervisor, team leader, or trainer in a call center.
• Strong interpersonal skills, able to interact professionally with diverse audiences.
• Knowledge of coaching and feedback sessions.
• Ability to adapt to flexible schedules.
• Ability to maintain the highest level of confidentiality.
• Skills in report analysis, performance measurement, and creation of action plans to improve results.