Collections Team Lead: Coaching, Escalations & Coverage

Midway Auto Group; Agoura Hills (CA); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Life Insurance

401K matching

Employee Stock Ownership Program

Wellness Program

Transportation reimbursement

Certification Programs

Employee Discounts

Job summary

Westlake Services, LLC, Corporate Office in Agoura Hills, CA, seeks a Department Lead to assist the Management Team in ensuring coverage for call volume, reviewing reports, and coaching call center staff.

Under minimal supervision, you will lead a team in the absence of a Supervisor, handle escalated issues, document interactions, and communicate professionally with customers and internal teams. Overtime, weekends, and evenings may be required.

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.
• 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.
• Making sure things get done in a timely manner. Send Reminders.
• Other duties as assigned.

Skills

Policy explanation

Judgment

Organization

Email etiquette

Conflict de-escalation

Training delivery

Time management

Interpersonal skills

Confidentiality

Overtime willingness

Job description

Westlake Services, LLC, Corporate Office in Agoura Hills, CA, seeks a Department Lead to assist the Management Team in ensuring coverage for call volume, reviewing reports, and coaching call center staff.

Under minimal supervision, you will lead a team in the absence of a Supervisor, handle escalated issues, document interactions, and communicate professionally with customers and internal teams. Overtime, weekends, and evenings may be required.