Team Lead

Job Title:

Team Lead

Level:

Hiring Location:

Colorado

Department/Group:

Operations

Business Unit:

Prosper

Travel Required:

No

Salary Range:

$20

Sub Process:

Voice/Non Voice:

Grade

Reporting To :

Operations Manager

Responsibilities

• Schedule Adherence and Production hours delivery

• Ensure adherence to Client and Firstsource Customer Experience and Quality standards

• Utilize and communicate performance data to enhance team performance to meet monthly financial goals.

• Conduct representative performance evaluations to provide employee coaching and development for continuous improvement.

• Ensure compliance with company policies, client standards, and federal and state laws.

• Development of staff though ongoing coaching, training and mentoring.

• Oversee team performance measures and provides regular progress reports to manager.

• Conduct employee disciplinary procedures.

• Meet or exceed attrition rate targets.

  
  

• For Leadership hiring, Responsibilities can be split into Strategic and Operational

Key Performance Indicators

• Define problems, collect data, establish facts, and draw valid conclusions.

• Responsible for all other duties as assigned or needed.

  
  

Reporting Structure

Qualification & Experience

Critical:

• 6 months experience working at FirstSource.

• 1-2 years previous supervisory experience preferred.

• Associates degree preferred; High School diploma or equivalent required

• 2 years in the customer service/collection industry and/or related field.

• Basic computer and keyboarding skills; Excel knowledge preferred.

• Energetic; able to work with others in a fast-paced, team environment and to interact effectively with all levels of management

Desirable:

Know How

Critical:

• Thorough knowledge of Client and Firstsource operating systems, procedures, and regulations

• Knowledge and use of the phone system

• Effective verbal and written communication skills

• Knowledge of FDCPA and State Laws

• Ability to read, interpret, and effectively communicate Operational data

Desirable:

Personal Attributes/Traits

• Consultative

• Socially confident

• Achievement oriented

• Decisive and action oriented

• Creative

• Eager to learn

• Resilient

  
  

Competencies

• Business Foresight

• Influencing Others

• Fostering Partnerships With Customers

• Managing Transformation

• Driving Excellence

• Leading Teams

• Working Across Boundaries