What You'll Do:
- Lead, supervise, and develop a team of 15–20 Collections Specialists, providing regular 1:1 coaching, feedback, and performance reviews.
- Drive performance, quality, and compliance outcomes through effective goal-setting, monitoring, and accountability.
- Collaborate with QA, Training, Compliance, and cross-functional teams to monitor calls, complete quality reviews, and ensure legal adherence, effective collections, and consumer-focused interactions.
- Analyze performance trends, address escalated issues, and implement improvement plans when needed.
- Motivate and recognize employees to foster a culture of performance, growth, and engagement.
- Support hiring, onboarding, and ongoing development in a collaborative and inclusive team environment.
Who You Are (Qualifications):
- 4+ years supervisory experience within a high-volume call-center environment 2+ years leadership experiences within the Collections industry (supervisor, team lead, manager, etc.)
- Proven ability to lead, coach, and inspire high-performing teams in a collections or contact center environment.
- Excellent coaching, communication, and interpersonal skills, with the ability to motivate diverse personalities.
- Experience using data, QA results, and performance dashboards to identify gaps and coach for improvement.
- Deep understanding of collections practices, FDCPA, and compliance regulations.
- Strong attention to detail, critical thinking, and problem-solving capabilities.
- Demonstrated success in driving KPIs through people development and managing performance in a results-oriented environment.
- Ability to lead through change, encourage innovation, and foster continuous improvement.
What the Team is Saying
What We Do
TrueML makes financial technology that prioritizes customer experience and revolutionizes the experience of consumers seeking financial health. We’re a team of inspired data scientists, financial services industry experts, and customer experience fanatics creating experiences that serve people in a way that recognizes their unique needs and preferences as human beings and endeavoring to ensure nobody gets locked out of the financial system.
After more than 10 years in business, TrueML is excited to be expanding its footprint internationally. We are a growing, geographically diverse team with employees in 30 U.S. states and 7 different countries, with our key talent hub in LATAM. If you’re looking for an opportunity to do impactful work, join TrueML and make a difference alongside hundreds of other inspired individuals.
Why Work With Us
Our functional teams are a diverse mix of employees from different backgrounds and geographies, with each individual bringing unique perspectives and experiences that encourage increased innovation in our products and services. Join TrueML and make a difference alongside hundreds of other inspired individuals doing impactful work.
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TrueML Offices
Remote Workspace
Employees work remotely.
TrueML is excited to be a remote-first company and expanding its footprint internationally. We are a growing, geographically diverse team with employees in 30 U.S. states and 7 different countries, with our key talent hub in LATAM.
