Call Center Team Leader (Collections)

Location: New Castle, Delaware, United States; flexible hybrid working arrangements.

Company

hirify.global provides education financing and support to help students plan, complete, and advance beyond higher education.

What you will do

• Lead and manage a team of collectors in a high-volume, metric-driven environment.
• Monitor productivity, quality, resolution rates, schedule adherence, and other key performance indicators.
• Provide real-time coaching, call reviews, side-by-side sessions, account audits, and performance feedback.
• Act as a floor leader, maintain workflow, manage queues, and resolve escalated customer interactions.
• Partner with leadership on action plans, performance management, onboarding, and training.
• Ensure team activity follows regulatory requirements and internal policies while supporting process improvements and reporting.

Requirements

• At least 2 years of experience in a high-volume, performance-driven environment such as call center operations, customer service, sales, or financial services.
• Demonstrated ability to coach, influence, and improve individual performance through direct feedback and accountability.
• Experience managing KPIs such as productivity, quality, adherence, or customer outcomes.
• Ability to analyze performance data, prioritize multiple tasks, and act quickly in a fast-paced environment.
• Strong communication skills and the ability to handle difficult conversations.
• Availability for flexible schedules, including evenings and weekends, based on business needs.

Nice to have

• Bachelor’s degree or equivalent experience.
• Previous team lead, supervisor, or informal leadership experience.
• Experience in collections, call center operations, regulated environments, training, onboarding, or coaching programs.

Culture & Benefits

• Flexible hybrid working arrangements.
• Competitive base salary, bonus incentives, generous paid time off, floating holidays, and 12 observed federal holidays.
• 401(k) retirement plan with employer match and financial-wellbeing support.
• Medical, dental, vision, disability, life, pet, and other insurance coverage.
• Tuition reimbursement, family scholarship programs, parental leave, adoption reimbursement, and career development opportunities.
• Employee assistance, wellness programs, fitness benefits, and confidential counseling support.