Team Lead, Debt Solutions Manager

• Build, manage, and develop an effective and high performing team
• Maintain frequent visibility and provide leadership to each team member
• Measure and coach to key KPI’s including closing ratios, best practices compliance and pipeline management
• Support RPL and assist with scheduling and organizing shift patterns for the team
• Develop, maintain, and apply the knowledge learned of the insolvency industry to support the team
• Answer questions from the team and help solve problems while overseeing work to ensure quality and conformity
• Listen to calls to identify opportunities for improvement and provide coaching
• Create superior customer experience by having team members engage, listen, and understand the needs of potential clients
• Promote a strong working relationship with team members to ensure high morale, maximize productivity and customer satisfaction
• Conduct one-on-one weekly meetings with team members
• Overseeing change management and implementation of new initiatives, programs, and operational procedures
• Conduct team meetings to update members on best practices and continuing expectations
• Assume certain roles and responsibilities of reports (DSMs) in their absence or while they are on vacation
• Willing to meet with prospective clients from time as may be required both remotely and in-person
• Review individual team member’s inventory and meet with them at least weekly to support file progression
• Review and approve team members’ requests to disqualify/close out inventory
• Review of appointments taken by your team in the prior day to ensure documentation in the CRM has been updated
• Aid team in managing their calendars to optimize access to appointments for potential clients
• Work with other areas of the business including operations to support initiatives required to improve efficiency
• Provide ongoing feedback on process improvement
• In addition to team lead responsibilities, you will be expected to meet your own individual file targets
• Other tasks and duties as assigned

• Post-secondary education or related equivalent experience
• 2+ years of experience in Sales Management within the financial industry, insolvency industry and/or sales call center setting
• 2+ years of front line insolvency experience is an asset
• Excellent verbal, listening and written communication
• High computer literacy including the ability to learn new programs
• Great interpersonal and relationship building skills
• Excellent problem-solving skills with the ability to prioritize and manage workload demands and multiple tasks
• Ability to set and meet targets and service levels of the team
• Strong organizational, analytical, and critical thinking skills
• Highly motivated with a desire to be successful and the innate desire to motivate others
• Effective time management and multi-tasking skills
• A self-starter who can prioritize with the flexibility to manage workload demands and multiple tasks as required

2+ years of front line insolvency experience