Call Center Team Leader

Join to apply for the Call Center Team Leader role at Sallie Mae.

When you join Sallie Mae, you become a champion for all students.

We’re on a mission to power confidence as students begin their unique journey. To help them plan their higher education, successfully finish, and prepare for life after school. To help them Start smart. Learn big.

Students need guidance navigating this important time in their life. They need someone who acknowledges that their education path is unique. They need a partner willing to evolve and not only meet but surpass their expectations. We’re changing. Because students need a better way.

We’re looking for people who are excited to drive this transformation. To break barriers and think of new ways to adapt, help, and create better experiences for students—and for each other.

This is where diverse backgrounds, beliefs, and perspectives matter. It’s where you’re empowered to bring your authentic self to work.

Feeling your best allows you to do your best. Our benefits take care of the whole you—from physical and mental to financial and professional. You’ll get opportunities to further your education and career, support for you and your family (including your pets!), paid time off to volunteer for the things that matter to you, and more.

We’re obsessed with impact and making a real difference. For us, that means putting relationships first, asking “why not?” when tackling challenges, and continuously learning new skills.

Come do more than join something, change something. For students, for future generations, for the future of education.

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.
• Utilizes all available reporting to analyze performance factors to identify both successes and areas of focus to enhance assigned individual’s performance.
• Conducts side-by-side observation sessions and completes listening evaluations, including live listening, account browsing, and identifying 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’s progress, and provide feedback for management consideration.
• Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
• Provides lead coverage for all employees and assists with customer calls rotating on Fridays and Saturdays as needed.
• Provides guidance to staff and escalates to senior management when additional oversight is needed.
• Monitor lunches, breaks, handle times, and adherence performance factors.
• Maintain continuing education, training in industry career development.
• Brainstorms with senior management to assess educational needs on the floor.
• Helps Education Specialist facilitate training sessions with groups of collectors.
• Calibrate with business support areas to mitigate risk.
• Develops handouts and training materials for desk drops as needed.
• Assist with escalated calls when necessary.
• Ad hoc reporting and remediation.
• Assist senior leadership with interviewing and hiring candidates.

The above information describes the general nature and level of work performed by employees in this role; it is not a comprehensive list of all duties, responsibilities, and qualifications.

• Bachelor’s Degree or equivalent experience preferred.
• 1+ years of experience in operations within financial services.
• Working knowledge of federal and state rules governing collections, including FDCPA, Privacy Act, and FCRA.
• Effective written and oral communication skills.
• Excellent negotiation skills with the ability to influence others.
• Ability to manage multiple priorities in a high-volume, time-sensitive environment.
• Strong analytical and problem-solving skills.
• Ability to work flexible hours including…