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Sallie Mae · 1 day ago

Call Center Team Leader

New Castle, DE

Full-time

Hybrid

Entry, Mid Level

1+ years exp

Sallie Mae is dedicated to empowering students on their educational journey. The Call Center Team Leader will manage the collections department's daily operations, leading a team to optimize performance and ensure compliance with regulations.

Financial ServicesHigher Education

Comp. & Benefits

Responsibilities

Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness

Utilizes all available reporting to analyze performance factors to identify both successes and areas of focus to enhance assigned individual’s performance

Conducts side-by-side observation sessions and completes listening evaluations. This includes live listening's, and account browses and identifies opportunities for improvement

Provide daily direction and communication to employees so that calls are handled in a timely, efficient, and knowledgeable manner

Develop appropriate coaching plans for everyone, tracks individual’s progress and provides feedback for management consideration

Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level

Provides lead coverage for all employees and provides customer call assistance rotating on Friday and Saturdays as needed

Provides guidance to staff and identify to senior management when additional oversight is needed

Monitor lunches, breaks, handle times and other adherence performance factors

Maintain continuing education, training in industry career development

Brainstorms with senior management to assess educational needs on the floor

Helps Education Specialist to facilitate training sessions with classes of collectors

Calibrate with our business support areas to mitigate risk

Develops handouts and training material for desk drops as needed

Assist with escalated phone calls when necessary

Ad hoc reporting and remediation

Assist the senior leadership team with interviewing and hiring candidates

Qualification

Financial services operationsCollections regulationsTeam leadershipAnalytical skillsNegotiation skillsCommunication skillsMS Applications proficiencyProblem-solving skillsTime management

Required

Bachelor's Degree or equivalent experience preferred

1+ years of experience in operations within financial services

Working knowledge of all federal and state rules and regulations governing collections including FDCPA, Privacy Act and FCRA

Effective written and oral communication skills

Excellent negotiation skills with the ability to influence others

Demonstrated ability to appropriately manage multiple priorities in a time sensitive manner and high-volume environment

Strong analytical and problem-solving skills with the demonstrated ability to accurately identify issues, effectively resolve problems and or escalate to management

Ability to work flexible day, evening and weekend hours as required

Proficient in MS Applications