Assistant Call Center Team Lead

hace 7 días

Veracruz, Veracruz-Llave, México Goodleap A tiempo completo

GoodLeap is a leading technology company specializing in innovative financing and software solutions for sustainable energy and home efficiency products. With a strong focus on customer satisfaction, our platform has enabled over 1 million homeowners to adopt eco-friendly solutions, making it more affordable, accessible, and easier to understand.

Our team relies on GoodLeap's proprietary, AI-powered applications and developer tools to drive transparent customer communication, deeper business intelligence, and streamlined payment and operations. Since 2018, our platform has facilitated more than $27 billion in financing for sustainable solutions.

As a key member of our team, the Assistant Call Center Team Lead will play a crucial role in coaching, training, and developing collectors into skilled negotiators while providing an exceptional customer experience. The ideal candidate will be able to effectively motivate collectors, ensure high morale, and achieve monthly goals.

Key Responsibilities:
  • Monitor, train, and develop collectors to maximize results while ensuring adherence to all policies and procedures.
  • Hold collectors accountable to performance expectations, productivity, attendance policy, and quality scores.
  • Motivate collectors to achieve success and foster a team-oriented atmosphere.
  • Audit collection activities to ensure maximum results and collaborate with leadership to recommend changes to enhance strategies and reduce delinquency.
  • Conduct daily, weekly, and monthly call calibrations, account reviews, and performance reviews with direct reports.
  • Manage workload (queues and dialer campaigns) to ensure daily and monthly targets are achieved.
Required Skills and Qualifications:
  • Excellent project management skills and a positive attitude.
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
  • Creative and analytical thinker with strong problem-solving skills.
  • Exceptional verbal and written communication skills.
  • Ability to communicate effectively at all levels of the organization.
  • Ability to critically evaluate information, reconcile conflicts, and drive results with geographically dispersed teams.
Experience and Education:
  • Minimum 5 years of experience in collections, financial services, or a relevant field.
  • Minimum 3 years of experience in a consumer collection management role.
  • Minimum 3 years of call center management experience.
  • Advanced proficiency with computer functions, with MS Office suite strongly preferred.
  • Ability to lead or manage 10-15 high-performing front-line representatives.
  • Exceptional communication skills, including verbal, written, one-on-one, and team.
  • Knowledge of collection industry regulations.
  • Ability to collaborate across departments to resolve customer concerns.
  • Strong leadership skills to motivate employees to achieve success.
  • Excellent problem-solving skills.
  • Goal-oriented, focusing on both short- and long-term visions.
  • Understanding of good collection practices and procedures.
  • High School Diploma or GED required.
  • Bilingual (English/Spanish).

Compensation: MXN $35,000/month DOE

We are seeking an exceptional professional who thrives in a collaborative work culture and values a rewarding career. If you are passionate about delivering exceptional customer experiences and driving business results, we encourage you to apply.

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