30-Day Collections Department Lead
Hankey Group External•Agoura Hills, CA
About The Position
Under minimal supervision, the Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the call center staff, investigate and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned.
Requirements
- Ability to interpret and explain policies and procedures to others
- Exercise sound judgment when making decisions
- Excellent organization and prioritization skills
- Use proper grammar and email etiquette, including accurate spelling and correct vocabulary
- Diffuse hostile callers
- Develop and deliver training
- Ability to work under time constraints and daily deadlines
- Good interpersonal skills and teamwork awareness
- Maintain confidentiality with personnel and management issues
- Must be willing to work overtime, weekends, and evening shifts.
Nice To Haves
- Bilingual (Spanish) a plus
Responsibilities
- Monitor live reports and address concerns when identified
- Monitor phone calls to ensure proper handling
- Coach agents as needed or directed
- Step in to lead a team when the Supervisor is absent
- Document all interactions with agents / Update coaching log
- Communicate professionally with internal and external customers
- Making sure things get done in a timely manner.
- Send Reminders.
- Other duties as assigned
Benefits
- Medical
- Dental
- Vision benefits
- Life Insurance
- Flexible Spending Account
- 401K matching
- Employee Stock Ownership Program
- Wellness Program
- Daily Team Exercises
- Metro Tap Card and Metro-link Reimbursement
- Westlake University
- Certification Programs
- Career Path Opportunities
- Discounts on Parks, Museums, Movie Tickets, and Attractions
- AT&T Wireless Discounts
- Employee Loan Assistance
- Onsite Yoga
- Treadmill Desks
- Annual Flu Shots
- Biometric Screenings
- Paid Vacations Days
- Paid Sick days
- Paid holidays
- Gym Rental Car Discounts
- Dell Member Purchase Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
