30-Day Collections Department Lead

30-Day Collections Department Lead Under minimal supervision, the Department Lead assists the Management Team with overseeing the department. This entails ensuring proper coverage for call volume throughout the day, reviewing various reports for compliance purposes, participate in the training and coaching of the call center staff, investigate and resolve escalated issues, responsible for providing lead support in the absence of a Supervisor and complete other work as assigned.Responsibilities:Monitor live reports and address concerns when identifiedMonitor phone calls to ensure proper handlingCoach agents as needed or directedStep in to lead a team when the Supervisor is absentDocument all interactions with agents / Update coaching logCommunicate professionally with internal and external customersMaking sure things get done in a timely manner. Send Reminders.Other duties as assignedRequirements:Ability to interpret and explain policies and procedures to othersExercise sound judgment when making decisionsExcellent organization and prioritization skillsUse proper grammar and email etiquette, including accurate spelling and correct vocabularyDiffuse hostile callersDevelop and deliver trainingAbility to work under time constraints and daily deadlinesGood interpersonal skills and teamwork awarenessMaintain confidentiality with personnel and management issuesBilingual (Spanish) a plusMust be willing to work overtime, weekends, and evening shifts.Pay Rate:$17.87 per hour plus bonus potential of up to $1000 based on performance.The exact starting compensation to be offered will be determined at the time of selecting an applicant for hire and will be dependent on a wide range of factors, including but not limited to geographic location, skill set, experience, education, credentials, and licensure when applicable.Full Time Benefits:Medical, Dental, and Vision benefitsLife Insurance, Flexible Spending Account401K matchingEmployee Stock Ownership Program in a $14.2 Billion Company, plus company matchingWellness Program, Daily Team ExercisesMetro Tap Card and Metro-link ReimbursementWestlake University, Certification ProgramsCareer Path OpportunitiesDiscounts on Parks, Museums, Movie Tickets, and AttractionsAT&T Wireless DiscountsEmployee Loan AssistanceOnsite Yoga, Treadmill DesksAnnual Flu Shots, Biometric ScreeningsPaid Vacations DaysPaid Sick daysPaid holidaysGymRental Car DiscountsDell Member Purchase ProgramAcknowledgments:We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.We are an equal opportunity employer and do not unlawfully discriminate in employment. No question on this application is used for the purpose of limiting or excluding any applicant from consideration for employment on a basis prohibited by local, state, or federal law. Equal access to employment, services, and programs is available to all persons. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the organization.Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.