How you’ll make an impact:

• Oversee the performance of a team of agents through regular coaching, feedback, and quality assurance evaluations.

• Identify process gaps, conduct reviews, and implement solutions to mitigate operational impact.

• Participate in leadership meetings and contribute to team and departmental strategy discussions.

• Manage administrative tasks including timecards, scheduling, and payroll updates.

• Monitor and respond to multiple shared email inboxes in a timely and organized manner.

• Handle escalated customer interactions and support agents with de-escalation techniques.

• Participate in and contribute to special projects and cross-functional initiatives.

• Identify opportunities for departmental improvement and provide actionable feedback.

• Report system or tool issues to the appropriate teams for resolution.

• Perform additional duties as assigned by department leadership.

What you’ll need to succeed:

• High school diploma or equivalent required.

• Proven ability to manage multiple priorities in a fast-paced environment.

• Strong attention to detail and organizational skills.

• Effective communication skills, with the ability to interact professionally with customers, team members, and business partners.

• Proficiency with computer systems including Microsoft Word, Excel, internet applications, and internal business tools.

• Consistent achievement of departmental KPI performance goals over the past 3 months.

• Minimum of 90 days in current role with no corrective actions within the last 90 days.

• Flexibility to work assigned schedules, including evenings and weekends as needed.

• Experience leading a Collections Team

What would make you stand out:

• Previous collections experience preferred.