Description:
As a Team Lead – Collections, you will oversee the daily operations of the collections team, ensuring productivity, compliance, and timely resolution of cases. You will lead daily check-ins, monitor performance metrics, support new hires, resolve escalations, and provide coaching and feedback to team members. This role requires strong leadership, analytical ability, and process knowledge to drive collection effectiveness and continuous improvement.
What You’ll Do:
Daily Meetings
- Conduct a 15-minute daily kickoff to review previous day’s productivity, address issues, and share process updates.
- Ensure attendance of all team members.
Monitoring KPIs & Team Performance
- Monitor KPIs and productivity daily.
- Ensure chats/emails are replied to before 7 PM and pending cases are resolved.
- Maintain KPI & SLA hygiene.
- Manage breaks, ensure proper account management, and conduct biweekly 1:1 feedback sessions.
Training & Buddy Program
- Support new hires through buddy program.
- Assign shadowing with top team players, provide mentoring, feedback, and update SOPs.
Escalation Handling
- Resolve cross-departmental escalations with POCs.
- Define resolution paths for prolonged issues.
Portfolio Analysis & Reporting
- Monitor all queues (emails, cases, spreadsheets).
- Weekly analysis of individual portfolios; prioritize high-priority and aged cases.
- Use SFDC & Zuora for reporting (Aging, Payment, Customized).
Adhoc Audits
- Audit calls, cases, emails for accuracy, professionalism, and compliance.
- Track audits via G-sheet; address errors and send email feedback.
Resource Management
- Assign backups during leave/attrition; distribute pending cases.
- Support low performers with coaching/PIP if needed.
- Align team processes, assign weekend shifts, ensure lead availability.
Team Meetings & OT
- Conduct monthly onsite team meetings & coaching sessions.
- Allocate OT tasks/hours (manager-approved) and track records.
Communication & Leadership
- Maintain clear communication with team & management.
- Ensure availability during office hours; escalate issues upward as needed.
- Guide team with expert knowledge of SOPs and processes.
Payment Failure Function
- Expert knowledge of SOPs, unified processes, and case journeys.
- Analyze daily payment processing, operational cases, and rep stats.
- Review accounts to identify correct POCs.
System Knowledge & Data Analysis
- Enhance knowledge of SFDC, Zuora fields, invoicing & reporting.
- Connect data points and improve cross-department understanding.
Professional Skills
- Ownership of role and responsibilities.
- Soft-spoken, clear, courteous communication.
- Be focused, patient, positive, flexible, adaptive, and empathetic.
- Strong time management, fairness, and equality in team handling.
What We’re Looking For:
- Minimum 4 years of experience in collections, with at least 2 years in a supervisory/lead role.
- Strong knowledge of collection practices, SOPs, and compliance.
- Excellent leadership & team management skills.
- Exceptional communication & interpersonal skills.
- Analytical mindset with strong data reporting skills.
- Ability to thrive in fast-paced environments with focus on results.