Collections and Customer Response Team Leader

Responsibilities:

• Team Leadership and Management: Lead, mentor, and manage a team of collections and customer response professionals, providing guidance, direction, and support to ensure individual and team success.
• Performance Monitoring and Evaluation: Monitor team performance metrics, including collection rates, call volume, response times, and customer satisfaction scores, and take proactive measures to address performance gaps and drive continuous improvement.
• Goal Setting and Target Achievement: Set clear performance goals, targets, and objectives for the team in alignment with company objectives and priorities and provide ongoing feedback and coaching to support goal attainment.
• Customer Relationship Management: Oversee the management of customer relationships, ensuring timely and effective response to customer inquiries, complaints, and requests, and promoting a positive customer experience at all touchpoints. 5. Collections Strategy Development: Collaborate with senior management to develop and implement collections strategies, policies, and procedures that maximize debt recovery while maintaining positive customer relationships and compliance with regulatory requirements.
• Training and Development: Identify training needs and opportunities for skills development within the team, and coordinate with training and development resources to provide relevant training, coaching, and support to enhance team performance and capability.
• Communication and Collaboration: Foster open communication, collaboration, and teamwork within the team and across departments, ensuring alignment of goals, sharing of best practices, and effective resolution of issues and challenges.

Requirements:

• Bachelor's degree in business, finance, or a related field; relevant certifications in leadership or management preferred.
• Proven experience in a leadership or supervisory role within a collections, customer service, or call center environment, preferably in the security industry or a related field.
• Strong leadership and management skills, with the ability to inspire, motivate, and develop a high-performing team to achieve established goals and objectives.
• Excellent communication, interpersonal, and conflict resolution skills, with the ability to effectively communicate with team members, customers, and senior management.
• Results-oriented mindset with a focus on driving performance improvement, achieving targets, and delivering exceptional customer service.
• Proficiency in using CRM systems, collections software, and Microsoft Office applications for data management, reporting, and communication

Working Conditions:

• This position requires occasional evening or weekend work to accommodate team schedules and meet project deadlines.
• Collections and Customer Response Team Leaders may need to handle challenging or sensitive situations involving team members or customers, requiring a high level of professionalism, empathy, and discretion.