Collections Lead: Coaching, Coverage & Compliance

Westlake Services, LLC; Las Vegas, Northern (NV, KY); Hybrid; USD 36,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K matching

Employee Stock Ownership Program

Job summary

Westlake Services, LLC is seeking a Department Lead for our Las Vegas call center to oversee daily coverage, coach agents, and monitor performance. You will review reports, handle escalations, and support the Management Team in ensuring service levels.

This full-time role requires strong communication, organization, and coaching skills, with willingness to work overtime, weekends, and evenings. Competitive benefits and bonus potential accompany starting pay of $17.50 per hour.

Qualifications

• Ability to interpret and explain policies and procedures to others.
• Exercise sound judgment when making decisions.
• Excellent organization and prioritization skills.
• Diffuse hostile callers and maintain professionalism.

Responsibilities

• Monitor live reports and address concerns when identified.
• Monitor phone calls to ensure proper handling.
• Coach agents as needed or directed.
• Lead a team in the Supervisor's absence.
• Document interactions and update coaching log.
• Communicate professionally with internal and external customers.
• Send reminders to ensure timely completion.
• Perform other duties as assigned.

Skills

Leadership & supervision

Coaching

Conflict resolution

Communication skills

Time management

Policy interpretation

Overtime flexibility

Job description

Westlake Services, LLC is seeking a Department Lead for our Las Vegas call center to oversee daily coverage, coach agents, and monitor performance. You will review reports, handle escalations, and support the Management Team in ensuring service levels.

This full-time role requires strong communication, organization, and coaching skills, with willingness to work overtime, weekends, and evenings. Competitive benefits and bonus potential accompany starting pay of $17.50 per hour.