Collections Team Leader
Core
Leading a team of Customer Service Associates to manage customer contacts and queries in debt collections, ensuring adherence to SLA KPIs and operational targets.
Role type
Team Leader, Debt Collections
Builds
Customer service operations for debt recovery
Domain
Financial Services / Debt Collections
Deliverable
client delivery
Required skills
Team leadership, performance management, SLA adherence, coaching, conflict resolution, change management
Preferred skills
Driving team-building initiatives, mentoring new starters, developing personal development plans
Technologies
Standard Operating Procedures (SOPs), KPI tracking systems
Responsibilities
Reviewing and managing team member performance, ensuring adherence to company policies, conducting regular team meetings and individual status sessions, providing feedback and coaching, supporting new starters through onboarding, attending training to maintain client and company knowledge
Seniority
Mid-level, hands-on IC
