Collections Lead: Coaching, Coverage & Escalations

Hankey Group; Las Vegas (NV); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K matching

Employee Stock Ownership Program

Onsite Yoga

Paid vacations

Paid holidays

Gym

Job summary

The Hankey Group in Las Vegas, NV is seeking a Department Lead to support the Management Team in overseeing the call center. You will ensure coverage, review compliance reports, coach staff, investigate escalations, and provide lead support in the absence of a Supervisor.

Responsibilities include monitoring live reports, coaching agents, stepping in as team lead, and maintaining thorough documentation of interactions. Strong communication and organizational skills are essential.

Qualifications

• Ability to interpret and explain policies and procedures to others.
• Diffuse hostile callers; use professional communication.
• Develop and deliver training for call center staff.
• Maintain confidentiality with personnel and management issues.

Responsibilities

• Monitor live reports and address concerns.
• Monitor calls to ensure proper handling.
• Coach agents as needed or directed.
• Lead a team when the Supervisor is absent.
• Document interactions with agents and update coaching log.
• Communicate professionally with customers.

Skills

Leadership

Coaching

Time management

Interpersonal skills

Bilingual (Spanish)

Policy explanation

Training development

Calm under pressure

Job description

The Hankey Group in Las Vegas, NV is seeking a Department Lead to support the Management Team in overseeing the call center. You will ensure coverage, review compliance reports, coach staff, investigate escalations, and provide lead support in the absence of a Supervisor.

Responsibilities include monitoring live reports, coaching agents, stepping in as team lead, and maintaining thorough documentation of interactions. Strong communication and organizational skills are essential.