Call Center Team Leader

Team Leader, Collections

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 studentsand 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 youfrom 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 Team Leader, Collections, is responsible for driving daily team performance within a high-volume, metric-driven environment. This role ensures collectors execute effective strategies, meet performance expectations, and operate within compliance standards while delivering strong customer outcomes.

What You'll Do:

• Lead and manage a team of collectors, driving performance across key metrics including productivity, quality, resolution rates, and adherence.
• Function as a floor leader, stepping in where needed to maintain workflow, answering questions, and keep operations moving.
• Provide real-time coaching and feedback based on call monitoring, account handling, and daily performance observations.
• Conduct frequent side-by-side sessions, call reviews, and account audits to reinforce expectations and improve individual performance.
• Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate action to improve results.
• Set clear daily expectations and ensure collectors are prioritizing the right work, managing queues effectively, and handling customer interactions efficiently.
• Hold team members accountable through consistent coaching, feedback, and performance management routines.
• Manage a high-volume environment, ensuring calls, follow-ups, and account actions are completed timely and accurately.
• Monitor and enforce schedule adherence, including attendance, breaks, handle time, and availability.
• Handle and resolve escalated customer interactions, supporting collectors in complex situations.
• Partner with leadership to identify performance issues, recommend action plans, and support formal performance management when needed.
• Ensure all team activity consistently meets regulatory requirements and internal policies, reinforcing a strong culture of compliance.
• Assist with onboarding and training efforts, including facilitating sessions, reinforcing material, and supporting new hire development.
• Contribute to ongoing improvement efforts by identifying process gaps, participating in audits, and supporting remediation activities.
• Complete ad hoc reporting, deep dives, and performance reviews as needed to support business needs.

What You Have:

Minimum Qualifications:

• 2+ years proven experience working in a high-volume, performance-driven environment (e.g., call center, operations, customer service, sales, or financial services).
• Demonstrated ability to coach, influence, and improve individual performance through direct feedback and accountability.
• Strong ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Experience working with and managing KPIs such as productivity, quality, adherence, or customer outcomes.
• Ability to analyze performance data and quickly translate insights into action.
• Strong communication skills, with the ability to give clear, direct feedback and handle difficult conversations.
• Proven ability to stay organized, prioritize work, and manage time effectively in a high-demand environment.
• Ability to work flexible schedules, including evenings and weekends, based on business needs.

Preferred Qualifications:

• Bachelor's degree or equivalent experience.
• Previous experience in a team lead, supervisor, or informal leadership role.
• Experience in collections, call center operations, or other highly regulated environments.
• Experience supporting training, onboarding, or coaching programs.

The Americans with Disabilities Act:

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/her expertise in performing the function, or only a limited number of employees are available to perform that function.

Feeling your best helps you do your best: Our benefits take care of the whole youso you can build your work around your life (not the other way around!). 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