Job ID: 52677
Location: Greenville, South Carolina
Employment Type: Direct Hire
Last Updated: 0 days ago
OVERVIEW
Have you worked in a call center as a Team Lead? Do you also have collections experience?
We have a client in 3rd party financial services whose culture is always the #1 thing we get great feedback on from candidates and interviews. They’re a strong team with great structure and good people, and this person will have the natural ability to lead the team with a kind, constructive demeanor, while maintaining firm attendance, dress, and other company policies.
This person will oversee daily agent minutiae on a night shift (preferred) or day shift team of call center agents, plus will collaborate on cross-department projects, stay on top of reporting and KPIs, and handle escalations.
Did we mention it comes with profit sharing?
DUTIES:
- Oversee team of call center agents to ensure tasks are completed efficiently, accurately, and on time
- Contribute to workflow improvement, maintain adherence to standards, and drive continuous improvement internally and externally
- Accountable for handling both conduct-related and performance-related concerns within the team
- Serves as a representative for the team in recurring meetings focused on growth and operational improvements, while also overseeing reporting activities
- Applies reporting insights to establish goals, adjust targets, and refine performance metrics for team members
- Involves regular coordination with offshore partners to address inquiries and ensure support needs are fulfilled
- Provides performance review, coaching, and corrective guidance to team members as needed.
- Shares key metrics and updates in company-wide meetings and other assigned presentations
- Delegates tasks effectively and ensures timely follow-up and completion
- Maintains prompt communication across all channels including email, messaging, and phone
- Reviews call data to uncover trends, risks, and opportunities, escalating concerns when appropriate
- Takes escalation calls when needed
QUALIFICATIONS:
- Must be able to start with next training class on Monday July 6th
- Cannot miss first two weeks of training
- Minimum experience required: leading a call center, collections experience (do not have to be at the same time)
- Preferred experience: actual collections call center or collections team leadership experience
- Able to keep track of or refer to documentation on complex collections regulations and company policies
- Must be polished and professional
- Requires strong leadership, empathy, and adaptability to support changing team needs
- Ideally able to work M-Th 10-8 p.m. shift (4×10’s)
- May consider individuals who need to work day shift hours
PAY/BENEFITS:
- $50-$53k for Team Lead position
- $54-$56k for Senior Team Lead position (3 years collections leadership experience is the minimum requirement for this role)
- Profit Sharing program with quarterly payouts
- Health Benefits & 401k
- 11 Paid Holidays & additional PTO
