Collections Team Lead & Training Coach

Westlake Services, LLC; Agoura Hills (CA); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

401K matching

Employee Stock Ownership Program

Metro Reimbursement

Westlake University, CertificationPro

Discounts on Parks, Museums, Movie T?

Job summary

Westlake Services, LLC in Agoura Hills, CA is seeking a Department Lead to assist the Management Team by ensuring proper call volume coverage, reviewing reports, and coaching call center staff. You will also handle escalated issues and provide lead support in the absence of a Supervisor.

Responsibilities include monitoring live reports, coaching agents, stepping in as a leader when needed, and maintaining professional communication with customers while meeting deadlines and confidentiality

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

De-escalation

Training delivery

Time management

Interpersonal skills

Confidentiality

Overtime readiness

Job description

Westlake Services, LLC in Agoura Hills, CA is seeking a Department Lead to assist the Management Team by ensuring proper call volume coverage, reviewing reports, and coaching call center staff. You will also handle escalated issues and provide lead support in the absence of a Supervisor.

Responsibilities include monitoring live reports, coaching agents, stepping in as a leader when needed, and maintaining professional communication with customers while meeting deadlines and confidentiality