Lead collections specialist
a top-performing professional with extensive experience in managing high-performing collections teams is needed to lead our team. This leadership position requires a strong background in call center management, expert-level proficiency in collections software, and the ability to drive cost-effectiveness and efficiency through process optimization.
key responsibilities
* manage 3-6 collections specialists in daily operations and performance.
* conduct regular coaching sessions with direct reports to improve collection performance.
* perform quality assurance reviews and provide corrective feedback to team members.
* manage employee schedules, attendance, and adherence to company policies.
* handle escalated collection cases and complex debtor negotiations.
* monitor and report on team kpis including collection rates, recovery amounts, and compliance metrics.
qualifications and experience
* must have: bilingual english/spanish communication skills.
* must have: minimum +3 years of direct supervisory experience managing a collections team in a call center environment.
* must have: proven experience conducting employee performance evaluations, disciplinary actions, and coaching sessions.
* must have: leadership background overseeing a collections team of +5 agents.
* must have: demonstrated experience hiring, training, and developing collection agents.
* must have: demonstrated success managing collections teams and meeting recovery targets.
* must have: experience with fdcpa and cfpb compliance requirements and regulations.
* must have: technical proficiency with collections software (five9, infinity, or equivalent).
benefits
* unlimited team performance bonus: unlock limitless earnings with our bonus system linked to your team's performance.
* grocery vouchers: 10% of salary at permanent contract.
* comprehensive paid training program: we invest in your success from day one.
* ongoing development opportunities and skill-building workshops.
* paid uniforms provided: look professional while representing our brand.
* referral program: up to $500.
your new work environment
* modern office environment: climate-controlled, professional workspace.
* collaborative atmosphere: work alongside motivated, results-driven professionals.
* technology-rich: access to cutting-edge collections platforms and tools.