Business Collections Team Lead

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

**Business Collections Team Lead**

**Why We Have This Role**

In our mission to enhance our Business to Business Collections and Accounts Receivable processes, we’re seeking an experienced Collections Team Supervisor. This individual will play a crucial role in guiding a team of Collections Associates to maximize their performance and support our financial objectives. Reporting directly to the Global Collections Manager in Mexico City, this position not only influences our collections strategy but also fosters a positive team environment, ensuring we meet our business goals effectively. If you're excited about driving results and cultivating talent, this role could be your opportunity to make a significant impact.

**How You’ll Find Success**
- **Leadership**: Takes initiative in coaching and developing team members, driving performance while fostering a supportive work environment.
- **Communication**: Demonstrates excellent verbal and written communication skills to influence and collaborate effectively across teams.
- **Negotiation Skills**: Possesses strong negotiating abilities to facilitate payment plans and resolve disputes with customers.
- **Problem-Solving**: Thinks independently to address issues with little supervision, while escalating complex problems as needed.
- **Relationship Management**: Builds and maintains effective relationships with customers and internal stakeholders at all levels.
- **Process Improvement**: Identifies root causes of problems and implements best practices to enhance collection processes.

**How You’ll Grow**
- Opportunity to refine your leadership skills while managing a diverse team.
- Develop advanced negotiation and conflict resolution skills through direct engagement with challenging customer situations.
- Gain exposure to industry-leading tools and software, enhancing your technical proficiency in collections and financial management.
- Participate in strategic decision-making processes that shape the future of the organization’s collections approach.

**Things You’ll Do**
- Lead and mentor a team of Collections Associates, establishing clear performance goals to drive results.
- Increase team collection performance by providing guidance and feedback aligned with company objectives.
- Directly manage customer accounts with complex collection issues, negotiating payment plans, and resolving disputes.
- Drive process improvement by identifying challenges in collections and instituting best practices for the team.
- Monitor AR exposure for your assigned portfolio, ensuring timely payments and mínimal delinquency.
- Collaborate with the sales team to manage AR disputes effectively and maintain healthy relationships with customers.

**What We’re Looking For On Your Resume**
- University degree coupled with 3-5 years of supervisory experience in collections or a related field.
- Proven success in leading, motivating, and developing teams in a fast-paced environment.
- Fluency in English with excellent communication skills, both verbal and written.
- Strong experience in credit and collections, with robust negotiation abilities.
- Proficiency in Microsoft Excel; experience with Netsuite or collections tools (like Tesorio) is a plus.

**What You Should Know About This Team**
- We have a collaborative culture focused on mutual respect, support, and professional growth, where everyone's contribution is valued.
- Our team is dedicated to achieving outstanding results while enjoying a positive and motivating work environment.
- We prioritize employee well-being and foster strong relationships within the team and across the organization, ensuring that each member feels empowered and engaged in their role.

**Our Team's Favorite Perks and Benefits**
- Wellness Reimbursement each quarter to reimburse wellness activities including gym memberships, massages, workout equipment, meditation apps, and more
- Experience Bonus (MXP 36,88