Call Center Team Leader

What You’ll Contribute

The Associate will be responsible for managing the day‑to‑day operations of our collections department to optimize liquidation performance, resolution rates, and drive collector compliance with regulations.

• Lead and motivate a team of collection professionals, providing guidance, training, and performance feedback to drive productivity and effectiveness.
• Utilize all available reporting to analyze performance factors to identify both successes and areas of focus to enhance assigned individual’s performance.
• Conduct side‑by‑side observation sessions and complete listening evaluations, including live listenings and account browses, and identify opportunities for improvement.
• Provide daily direction and communication to employees so that calls are handled in a timely, efficient, and knowledgeable manner.
• Develop appropriate coaching plans for everyone, track individual progress and provide feedback for management consideration.
• Create and maintain a high‑quality work environment so team members are motivated to perform at their highest level.
• Provide lead coverage for all employees and customer call assistance rotating on Friday and Saturday as needed.
• Provide guidance to staff and identify to senior management when additional oversight is needed.
• Monitor lunches, breaks, handle times and other adherence performance factors.
• Maintain continuing education and training in industry career development.
• Brainstorm with senior management to assess educational needs on the floor.
• Help Education Specialist facilitate training sessions with classes of collectors.
• Calibrate with our business support areas to mitigate risk.
• Develop handouts and training material for desk drops as needed.
• Assist with escalated phone calls when necessary.
• Generate ad‑hoc reporting and remediation.
• Assist the senior leadership team with interviewing and hiring candidates.

• Bachelor’s degree or equivalent experience preferred.
• 1+ years of experience in operations within financial services.
• Working knowledge of all federal and state rules and regulations governing collections, including FDCPA, Privacy Act and FCRA.
• Effective written and oral communication skills.
• Excellent negotiation skills with the ability to influence others.
• Demonstrated ability to appropriately manage multiple priorities in a time‑sensitive manner and high‑volume environment.
• Strong analytical and problem‑solving skills with the demonstrated ability to accurately identify issues, effectively resolve problems and/or elevate to management.
• Ability to work flexible day, evening and weekend hours as required.
• Proficiency in Microsoft applications.

• Competitive base salaries.
• Bonus incentives.
• Generous PTO, floating holidays and 12 federal holidays observed.
• Support for financial‑well‑being and retirement 401k with employer match.
• Comprehensive medical, dental, vision, hospital indemnity, critical illness, pet insurance and more.
• Employer‑paid short‑term/long‑term disability and basic life insurance.
• Flexible hybrid working arrangements.
• Paid parental leave and adoption reimbursement programs.
• Free access to on‑site staffed fitness centers (in Delaware) and gym subsidy for locations outside Delaware.
• Confidential counseling support (EAP), health advocacy services and wellness program with financial incentives.
• Tuition reimbursement and family scholarship programs.
• Career development and training opportunities.

Sallie Mae is proud to be an equal opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, veteran status or any other characteristic protected by federal, state or local law.

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination by employers, in compensation and employment opportunities, against qualified individuals with disabilities who, with or without reasonable accommodation, can perform the essential functions of a job. A function may be essential for any of several reasons, including: the job exists to perform that function, the employee holding the job was hired for his or her expertise in performing that function, or only a limited number of employees are available to perform that function.

Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation, please contact 855‑756‑2007 and choose option 9.