Call Center Team Leader

Sallie Mae•Indianapolis, IN

5d•Hybrid

About The Position

The Team Leader, Collections, drives daily team performance in a high-volume, metric-driven environment. This role ensures collectors use effective strategies, meet performance expectations, follow compliance standards, and deliver strong customer outcomes. The Team Leader manages and coaches collectors, monitors performance and operational workflows, handles escalations, supports training and onboarding, and contributes to process improvement and reporting.

Requirements

At least 2 years of experience in a high-volume, performance-driven environment, such as a call center, operations, customer service, collections, sales, or financial services.
Demonstrated ability to coach, influence, and improve individual performance through direct feedback and accountability.
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 translate insights into action.
Strong communication skills, including the ability to give clear, direct feedback and handle difficult conversations.
Ability to stay organized, prioritize work, and manage time effectively in a high-demand environment.
Ability to work flexible schedules, including evenings and weekends, based on business needs.

Nice To Haves

Bachelor’s degree or equivalent experience.
Previous experience in a team lead, supervisor, or leadership role.
Experience in collections, call center operations, or another highly regulated environment.
Experience supporting training, onboarding, or coaching programs.

Responsibilities

Lead and manage collectors, driving productivity, quality, resolution rates, and adherence.
Act as a floor leader by maintaining workflow, answering questions, and helping operations run smoothly.
Provide real-time coaching and feedback based on call monitoring, account handling, and daily performance observations.
Conduct side-by-side sessions, call reviews, and account audits to reinforce expectations and improve individual performance.
Use reports and dashboards to monitor trends, identify gaps, and take action to improve results.
Set daily expectations and ensure collectors prioritize work, manage queues, and handle customer interactions efficiently.
Hold team members accountable through coaching, feedback, and performance management routines.
Manage high-volume calls, follow-ups, and account actions to ensure they are completed timely and accurately.
Monitor and enforce schedule adherence, including attendance, breaks, handle time, and availability.
Handle escalated customer interactions and support collectors in complex situations.
Partner with leadership to identify performance issues, recommend action plans, and support formal performance management when needed.
Ensure team activity complies with regulatory requirements and internal policies.
Assist with onboarding and training, including facilitating sessions, reinforcing material, and supporting new hire development.
Identify process gaps, participate in audits, and support remediation activities.
Complete ad hoc reporting, deep dives, and performance reviews as needed.

Benefits

Competitive base salaries
Bonus incentives
Generous PTO, floating holidays, and 12 observed federal holidays
Support for financial well-being and retirement
401(k) with employer match
Comprehensive medical, dental, vision, hospital indemnity, critical illness, and pet insurance
Employer-paid short-term and long-term disability and basic life insurance
Flexible hybrid working arrangements
Paid parental leave and adoption reimbursement programs
Free access to staffed on-site fitness centers in Delaware and a gym subsidy for locations outside Delaware
Confidential counseling support (EAP), Health Advocacy services, and a wellness program with financial incentives
Tuition reimbursement and family scholarship programs
Career development and training opportunities