Call Center Collection Lead

$52,000 - $54,080/Yr

Employment & Training Centers - Houston, TX

Full-time - Mid Level

Houston, TX

Administrative and Support Services

About the position

The Call Center Lead is responsible for supervising and monitoring the work of assigned staff to ensure that departmental goals, objectives, and quality of service are met. This role involves managing escalated calls, preparing performance reviews, providing coaching, and ensuring compliance with policies and procedures. The position also includes collaboration with management to address performance issues and maintain accurate financial reporting.

Responsibilities

• Supervises and monitors the work of employees to ensure department goals and quality of service are met.
• Prepares and delivers performance reviews for assigned staff.
• Provides immediate constructive feedback on performance and develops action plans for improvement.
• Manages escalations by identifying issues, determining resolutions, and preparing detailed reports.
• Collaborates with management to recommend disciplinary actions in accordance with policies.
• Reviews financial reports to audit inventory and processed transactions.
• Approves time off requests to ensure adequate staffing.
• Monitors daily time and attendance, including breaks and lunches.

Requirements

• High School diploma or G.E.D. equivalent required from an accredited institution.
• Minimum four years of experience in customer service and call center environment.
• Minimum three years of experience in collections, banking, and customer service-call center.
• Minimum one year of call center supervisory experience.
• Strong supervisory and customer service skills, particularly in de-escalations and negotiations.
• Excellent communication and interpersonal skills.
• Working knowledge of Microsoft Office and personal computers.
• Ability to make sound decisions based on policies with minimal assistance.
• Ability to work in a team environment and maintain confidentiality.

Nice-to-haves

• Experience with call center abbreviations and language.
• Flexibility in work hours and responsibilities.

Benefits

• Health insurance