Collections Team Lead & Training Coach

Hankey Group External; Las Vegas (NV); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life Insurance

401K matching

Stock Ownership Program

Wellness program

Transit reimbursement

Certification programs

Career path opportunities

Paid vacation days

Paid sick days

Paid holidays

Gym

Job summary

Hankey Group External in Las Vegas is seeking a Department Lead to support the Management Team in overseeing the call center department, ensuring coverage for call volume, and coaching staff. This role participates in training and resolves escalated issues while stepping in for the Supervisor when needed.

You will monitor live reports, guide agents, document interactions, and maintain professional communication with customers, with overtime and varying shifts as 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 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.
• Lead a team when the Supervisor is absent.
• Document interactions with agents and update coaching log.
• Communicate professionally with internal and external customers.
• Send reminders and ensure tasks are completed timely.
• Perform other duties as assigned.

Skills

Policy interpretation

Judgment

Organization

Email etiquette

De-escalation

Training delivery

Time management

Interpersonal skills

Confidentiality

Bilingual (Spanish)

Overtime availability

Job description

Hankey Group External in Las Vegas is seeking a Department Lead to support the Management Team in overseeing the call center department, ensuring coverage for call volume, and coaching staff. This role participates in training and resolves escalated issues while stepping in for the Supervisor when needed.

You will monitor live reports, guide agents, document interactions, and maintain professional communication with customers, with overtime and varying shifts as required.