Duties and Responsibilities:

• Manage a team dedicated to a strategic client, and ensure we are meeting all client expectations and SLAs  in regards to quality across both digital and inbound + outbound voice interactions
• Be the representative for the Customer team on relevant client calls, calibrations and audits
• Monitor key metrics (including quality, productivity, and revenue for outbound voice agents) at a team and individual level,
• Provide regular and impactful coaching to your team
• Partner with the QA team to implement and execute an effective QA program
• Handle escalations to ensure customers have any concerns resolved
• Role model our core values and guide your team to demonstrate these values every day
• Support your team in their personal growth and career goals
• Maintain a thorough knowledge of all relevant regulations and monitor compliance within your team
• Work with your team, your peers, and other functions to identify and implement process improvements to improve efficiency, effectiveness or quality and deliver world-class service for our customers
• Provide feedback and analysis to leadership to help identify and resolve issues and assist with resource management
• Actively and effectively support the team to achieve business objectives, while maintaining high team engagement
• Taking calls and digital interactions based on volume or team availability

Must have:

• Minimum of 2-3 years experience leading a team in a changing environment
• Experience engaging with external stakeholders
• Must be able to work from office 5 days/week
• Passion to help support and grow your team, and to have a positive impact on our customer’s debt free journey
• Strong leadership skills that inspire team members to excel by example
• Exceptional listening and comprehension skills
• Strong initiative and ability to adapt to new projects and suggest process improvements
• Computer literate with proficiency in Google suite and willingness to learn and embrace new systems
• Excellent written and verbal communication skills in order to interact clearly and concisely with team members and customers with the aim of providing world-class customer service experience
• Strong self-organization, decision making and analytical abilities
• Creative problem solving skills
• Strong detail orientation

Nice to have

• Experience working over the phone with customers, preferably in the debt collection space
• Fluent in writing, listening and speaking Spanish
• Familiarity with debt collection regulations in the United States; and
• Exposure to a high growth startup environment

What Does Success Look Like in the First 90 Days:

• Built strong relationships with your direct team, and peers within customer service and in other key functions
• Helped your team support thousands of customers on their debt free journey, using your deep understanding of our product and their situation to help reach the best outcome
• Guided a team member to an ‘aha’ moment, to help them improve their performance
• Identified a process that we can improve and implemented it with the support of your team and other functions, living our bias for action value
• Been a key part of developing a strong QA process for the team
• Supported your team to achieve 90+ on our quality scorecards, demonstrating how easily you can help customers on their debt free journey and follow regulations