Collections Team Leader — Elevate Performance & Coaching

Sallie Mae; New Castle (DE); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental and vision coverage

401(k) with employer match

Generous PTO and holidays

Flexible hybrid work model

Tuition reimbursement

Parental leave

Job summary

Sallie Mae is seeking a Team Leader, Collections to drive daily team performance in a high-volume, metric-driven setting. You will guide collectors, monitor quality and productivity, and ensure compliance while delivering strong customer outcomes.

You will coach, provide real-time feedback, and conduct reviews to improve performance. This hybrid role requires strong leadership, scheduling flexibility, and a focus on continuous improvement to meet regulatory standards and company goals.

Qualifications

• 2+ years proven experience in a high-volume, performance-driven environment (e.g., call center, operations, customer service, sales, or financial services).
• Demonstrated ability to coach, influence, and improve individual performance through direct feedback and accountability.
• Strong ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Experience working with and managing KPIs such as productivity, quality, adherence, or customer outcomes.
• Ability to analyze performance data and quickly translate insights into action.
• Strong communication skills, with the ability to give clear, direct feedback and handle difficult conversations.
• Proven ability to stay organized, prioritise work, and manage time effectively in a high-demand environment.
• Ability to work flexible schedules, including evenings and weekends, based on business needs.

Responsibilities

• Lead and manage a team of collectors, driving performance across key metrics including productivity, quality, resolution rates, and adherence.
• Function as a floor leader, stepping in where needed to maintain workflow, answering questions, and keep operations moving.
• Provide real-time coaching and feedback based on call monitoring, account handling, and daily performance observations.
• Conduct frequent side‑by‑side sessions, call reviews, and account audits to reinforce expectations and improve individual performance.
• Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate action to improve results.
• Set clear daily expectations and ensure collectors are prioritizing the right work, managing queues effectively, and handling customer interactions efficiently.
• Hold team members accountable through consistent coaching, feedback, and performance management routines.
• Manage a high‑volume environment, ensuring calls, follow‑ups, and account actions are completed timely and accurately.
• Monitor and enforce schedule adherence, including attendance, breaks, handle time, and availability.
• Handle and resolve escalated customer interactions, supporting collectors in complex situations.
• Partner with leadership to identify performance issues, recommend action plans, and support formal performance management when needed.
• Ensure all team activity consistently meets regulatory requirements and internal policies, reinforcing a strong culture of compliance.
• Assist with onboarding and training efforts, including facilitating sessions, reinforcing material, and supporting new hire development.
• Contribute to ongoing improvement efforts by identifying process gaps, participating in audits, and supporting remediation activities.
• Complete ad hoc reporting, deep dives, and performance reviews as needed to support business needs.

Skills

Coaching

KPI tracking

Communication

Time management

Multitasking

Attention to detail

Flexible scheduling

Education

Bachelor’s degree

Job description

Sallie Mae is seeking a Team Leader, Collections to drive daily team performance in a high-volume, metric-driven setting. You will guide collectors, monitor quality and productivity, and ensure compliance while delivering strong customer outcomes.

You will coach, provide real-time feedback, and conduct reviews to improve performance. This hybrid role requires strong leadership, scheduling flexibility, and a focus on continuous improvement to meet regulatory standards and company goals.