TL ensures proper deployment, monitors daily performance, provides coaching, and handles real-time escalations to maintain service levels during staffing gaps or high-volume days.

• Onboard and train new hires; ensure team is updated on procedures
• Collaborate with management to set goals and develop strategies
• Monitor team performance; provide feedback and coaching
• Communicate company goals and important updates to the team
• Identify and resolve team issues and conflicts promptly
• Foster a positive, motivating, and collaborative work environment
• Manage resources to support team success
• Ensure compliance with company policies and industry regulations
• Coordinate with other departments for smooth operations and shared goals

• At least 2 years of experience in collections or call center leadership
• Strong planning, organizational, and team management skills
• Excellent communication, coaching, and problem-solving abilities
• Flexible with schedule and can work weekends/holidays if needed
• Proficient in MS Office and collection systems