Contact Center Team Lead - Outbound Collections (Hybrid)
About The Position
The Contact Center Team Lead - Outbound Collections mentors and coaches Outbound Collections Representatives to support their success and provide a positive customer experience. The role partners with management to guide the team toward maximum efficiency and overall effectiveness. This is a hybrid role requiring in-office work Tuesday through Thursday, with remote flexibility on Mondays and Fridays. The budgeted hourly rate is $21.00 to $23.00; the actual rate may vary based on qualifications, skills, experience, and assessment. Additional compensation may include commission or bonus. Full-time employees are eligible to participate in company benefits.
Requirements
- Three or more years of contact center experience.
- Strong leadership skills; prior management experience is not required, and the role does not involve managing a team.
- Relevant experience in the lending industry and/or loan operations.
- Effective problem-solving skills.
- Experience analyzing data and using it to inform decision-making.
Responsibilities
- Manage metrics, performance criteria, policies, and procedures to improve representatives’ productivity.
- Review quality assurance reports, customer survey responses, and error reports, and coach representatives to help ensure they create the expected customer experience.
- Identify trends and recommend appropriate solutions to improve performance and promote engagement.
- Support employee engagement using reward and recognition tools.
- Assist with ad-hoc tasks and projects as required.
Benefits
- Health, dental, and vision insurance, including mental health benefits.
- 401(k) matching plus a Roth option for U.S.-based employees.
- PTO and paid holidays off.
- Sabbatical program for eligible roles.
- Summer hours for eligible roles.
- Paid parental leave.
- DEI employee groups.
- Employee recognition and rewards program.
- Charitable matching and a paid volunteer day.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
