As a Team Leader in the Collections | FOS department, you will play a vital role in driving the success of our collections team. Your primary responsibility will be to lead and guide a team of collections specialists, ensuring they meet their targets and provide excellent customer service. You will be a key driver of our collections strategy, implementing processes and best practices to enhance our recovery rates. • Lead and motivate a team of collections specialists, providing clear direction and support. • Ensure the team meets and exceeds collections targets, implementing strategies to improve performance. • Monitor and analyze team performance, identifying areas for improvement and implementing necessary changes. • Coach and develop team members, providing regular feedback and guidance to enhance their skills. • Collaborate with other departments to ensure a seamless customer experience during the collections process. • Handle complex customer interactions and escalate issues as required, maintaining a professional and empathetic approach. • Stay updated on industry trends and best practices in collections, implementing innovative strategies. • Maintain accurate records and documentation, ensuring compliance with company policies and legal requirements. • Participate in department meetings and provide regular reports on team performance and collections progress. • Bachelor's degree or higher in a relevant field, such as business, finance, or a related discipline. • Minimum 2 years of experience in a contact center or collections environment, with a proven track record of success. • Excellent leadership and coaching skills, with the ability to motivate and develop team members. • Strong communication and interpersonal skills, with the ability to build rapport and maintain positive relationships. • Analytical mindset with the ability to interpret data and make informed decisions. • Proficiency in using collections software and tools, with a willingness to learn new systems. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Excellent time management and organizational skills, with a focus on attention to detail. • Strong problem-solving abilities, with the capacity to think critically and offer creative solutions. • A passion for customer service and a commitment to delivering exceptional experiences.