Call Center Team Leader

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. Responsibilities 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 listening and account browses to 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 individuals’ 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 provide 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, training in industry career development. Brainstorm with senior management to assess educational needs on the floor. Collaborate with Education Specialist to facilitate training sessions with classes of collectors. Calibrate with business support areas to mitigate risk. Develop handouts and training material for desk drops as needed. Assist with escalated phone calls when necessary. Perform ad hoc reporting and remediation. Assist senior leadership team with interviewing and hiring candidates. Qualifications 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. Ability to work flexible day, evening, and weekend hours as required. Proficient in MS Applications. Benefits 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 Equal Opportunity Statement 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. Reasonable Accommodations Reasonable accommodations are available for applicants with disabilities in all phases of the application and employment process. To request an accommodation please call View phone number on click.appcast.io and choose option 9. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. #J-18808-Ljbffr Sallie Mae Bank