Collections Team Lead: Coaching, Coverage & Compliance

Hankey Group External; Agoura Hills (CA); On-site; USD 37,000 - 47,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401K matching

Employee Stock Ownership Program

Wellness Program

Transit benefits (Metro)

Job summary

Hankey Group External is seeking a Department Lead to assist the Management Team in overseeing the call center, ensuring coverage for call volume, reviewing reports for compliance, coaching staff, resolving escalations, and providing lead support in the absence of a Supervisor.

The role requires strong policy interpretation, judgment, organization, and communication skills, with overtime and off-hours availability as needed. Bilingual Spanish is a plus.

Qualifications

• Ability to interpret and explain policies and procedures to others
• Exercise sound judgment when making decisions
• Excellent organization and prioritization skills
• Use proper grammar and email etiquette, including accurate spelling and correct vocabulary
• Diffuse hostile callers
• Develop and deliver training
• Ability to work under time constraints and daily deadlines
• Good interpersonal skills and teamwork awareness
• Maintain confidentiality with personnel and management issues
• Bilingual (Spanish) a plus
• Must be willing to work overtime, weekends, and evening shifts.

Responsibilities

• Monitor live reports and address concerns when identified
• Monitor phone calls to ensure proper handling
• Coach agents as needed or directed
• Step in to lead a team when the Supervisor is absent
• Document all interactions with agents / Update coaching log
• Communicate professionally with internal and external customers
• Ensure timely task completion; send reminders
• Other duties as assigned

Job description

Hankey Group External is seeking a Department Lead to assist the Management Team in overseeing the call center, ensuring coverage for call volume, reviewing reports for compliance, coaching staff, resolving escalations, and providing lead support in the absence of a Supervisor.

The role requires strong policy interpretation, judgment, organization, and communication skills, with overtime and off-hours availability as needed. Bilingual Spanish is a plus.