As a Contact Center Team Lead - Outbound Collections, your primary responsibility is to mentor and coach Outbound Collections Representatives to ensure success and a positive customer experience. Additionally, you will partner with management in guiding the team towards achieving maximum efficiency and overall effectiveness.

Manage metrics, performance criteria, policies and procedures to improve representative's productivity

Review quality assurance reports, customer survey responses and error reports and provide coaching to representatives to ensure they are creating the expected customer experience

Identify trends and recommend appropriate solutions to improve performance and promote engagement

Support employee engagement with use of reward and recognition tools

Assist with ad-hoc tasks and projects as required

Contact Center Team Lead - Outbound Collections (Hybrid)

Responsibilities

Qualification

Required

Benefits

Company

Enova

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