Team Lead / Supervisor / Coach

Connect International

Ciudad de Panamá
Permanente
Tiempo completo

Hace 22 días

Detalle del aviso:° FULL ENGLISH POSITION °° ON-SITE POSITION °About us:Connect International, LLC is a leading near shore call center located in Panama City. With over 40 years of experience in the collection industry, we offer a range of specialized services including debt collections, quality assurance and monitoring, customer satisfaction surveys, administrative assistance, and more. Our team is dedicated to providing excellent support and solutions to our clients' diverse needs.We are looking for self-driven and highly motivated people to join our company.Job SummaryThe Team Lead is responsible for supervising, coaching, and motivating a team of collection agents to achieve performance targets while maintaining compliance with company policies and regulatory requirements. This role acts as a key link between agents and management, ensuring daily operational execution, quality performance, and a positive team culture.Key ResponsibilitiesTeam Leadership & Performance

Supervise a team of 10-20 collection agents, ensuring daily productivity and quality standards are met.
Conduct regular coaching sessions, side-by-sides, and feedback meetings to improve performance.
Monitor individual and team KPIs including collections goals, quality scores, adherence, and compliance.
Prepare and deliver performance updates during team meetings.

Operational Management

Track daily attendance, schedule adherence, and time-off requests.
Support workforce needs by communicating staffing or performance risks to management.
Serve as the first point of escalation for complex or sensitive customer cases.
Ensure agents follow approved scripts, procedures, and compliance guidelines (FDCPA, HIPAA, client policies, etc.).

Quality, Compliance & Reporting

Review calls or accounts to ensure quality and regulatory compliance.
Partner with QA and Operations to address performance gaps and corrective action plans.
Prepare daily and weekly performance reports for leadership.
Reinforce compliance training and documentation standards.

Development & Engagement

Support onboarding and ramp-up of new hires.
Mentor high-performing agents and support internal promotions.
Promote a positive, accountable, and results-driven team environment.
Act as a role model for professionalism, empathy, and ethical collection practices.

Required Qualifications

2+ years of experience in a call center collections environment.
Previous leadership experience as a Team Lead or Senior Agent.
Strong knowledge of collections regulations (FDCPA)
Proven ability to coach agents and improve performance metrics.
Strong communication, organizational, and problem-solving skills.
Proficiency with call center systems and reporting tools.
Bilingual (English/Spanish) preferred.

Preferred Qualifications

Experience in first-party, or third-party collections.
Prior experience handling audits, escalations, or client reporting.
Demonstrated success achieving or exceeding collection goals.
Ability to develop future leaders within the team.

Key Competencies

Leadership & People Development
Performance Management
Compliance & Quality Focus
Decision-Making & Accountability
Time Management & Organization
Customer-Focused Communication

Why Connect International, LLC?Joining Connect International means joining a team dedicated to excellence. Here, you'll have the opportunity to make a real impact, contributing to our continued success and growth. We offer a supportive work environment, opportunities for professional development, and competitive salaries.Ready to Join Us?If you're ready to take the next step in your recruitment career and make a difference with Connect International, LLC, we want to hear from you! Apply now and embark on an exciting journey with us.To apply for this position, please keep in mind we will request you to have the following documentation ready to turn in the day of the interview:

Updated English Resume
Copy of ID front and back
Updated Police Record
Previous Job reference letter (Original, No copies, With color)
2 ID size photos
Copy of high school diploma

La empresa:People Serving People. We live by that motto! Based in Panama, Nicaragua and the United States and with more than 15 years of international experience, we provide collections solutions to a variety of industries. At Connect International you are not just a number - you are a part of a family

Konzerta

Postularse