Responsibilities:

• Ensure team and individual collections goals are met
• Utilize system tools to maintain effective monitoring to ensure high productivity.
• Maintain a high level of attendance and retention
• Answering representative’s questions, guiding them through difficult calls or issues
• Perform daily scans including live listening and call monitoring
• Spot trends that are impacting performance and SLA
• Provide training and coaching to agents
• Take Escalations calls - diffusing angry customers, or handling issues that cannot be fielded by representatives
• Assure that the team is utilizing all negotiation strategies available to resolve delinquency issues.
• Create a positive work environment and ensure that team morale is strong

Call Center Team Lead Requirements:

• BA degree and 1+ years of call center experience
• 1 year in a TL role
• Excellent verbal and written communication skills
• Fluent in English a MUST
• Exceptional MS Excel and MS Word Skills
• Strong coaching and leadership skills, ability to motivate employees.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.