3P Team Leader

Job Description:

Job Summary

The Team Leader serves as a floor leader, subject matter expert, and first-level leadership support within the 3P Collections team. This role provides Second Voice support, mentors and coaches assigned agents, assists with queue liquidation efforts, monitors team performance, and supports the Supervisor in achieving operational, quality, and compliance objectives.

The ideal candidate is a high-performing collections professional who demonstrates strong leadership capability, sound process knowledge, excellent communication skills, and a passion for developing others. The Team Leader is responsible for helping drive team performance, reinforcing accountability, and serving as a bridge between frontline agents and leadership. This role provides an opportunity to develop the skills and experience necessary for future Supervisor positions.

Key Responsibilities

Operational Support

• Provide active Second Voice support to agents to maximize payment opportunities and improve collection outcomes.

• Assist agents with challenging customer interactions, objection management, and complex collection scenarios.

• Support daily queue management, liquidation efforts, and workload prioritization.

• Monitor real-time operational needs and communicate emerging issues to the Supervisor.

• Assist with identifying barriers impacting productivity, performance, or customer outcomes.

• Serve as an escalation resource for process and operational questions.

• Help ensure adequate floor coverage and support during high-volume periods.

Team Leadership & Performance

• Serve as a day-to-day leadership presence and positive role model for the 3P Collections team.

• Support the Supervisor in communicating daily goals, priorities, expectations, and performance initiatives.

• Monitor team performance and identify trends, opportunities, and potential barriers to goal attainment.

• Reinforce accountability for productivity, schedule adherence, quality, compliance, and collection results.

• Partner with the Supervisor to address performance concerns and provide appropriate coaching and follow-up.

• Help recognize strong performance and reinforce behaviors that contribute to team success.

• Promote a positive, professional, accountable, and results-driven team environment.

Coaching & Development

• Coach and mentor assigned focus group agents through structured development activities.

• Provide ongoing performance feedback, guidance, and reinforcement to drive individual growth.

• Conduct side-by-sides, skill reinforcement, and targeted coaching based on identified performance opportunities.

• Identify skill gaps and partner with leadership to develop appropriate action plans.

• Track coaching activities and follow up on previously identified development opportunities.

• Reinforce best practices in call handling, objection management, payment conversations, and customer interactions.

• Support new-hire and tenured-agent development initiatives as assigned.

• Encourage continuous learning and professional development across the team.

Process & Compliance

• Serve as a process expert and resource for operational inquiries.

• Ensure adherence to FDCPA regulations, company policies, procedures, and QA standards.

• Reinforce compliant call handling and collection practices through coaching and real-time support.

• Support leadership in communicating process updates, procedural changes, policy changes, and operational initiatives.

• Identify and escalate potential compliance, process, or quality concerns to the appropriate leadership partner.

• Promote consistent execution of processes and operational standards across the team.

• Assist with quality improvement initiatives and corrective action efforts as assigned.

Leadership & Administrative Support

• Act as a key support partner to the Supervisor in daily team operations.

• Assist with team huddles, meetings, communications, and engagement activities.

• Support the rollout and adoption of new programs, processes, tools, and operational initiatives.

• Provide leadership coverage and floor support when the Supervisor is unavailable, as assigned.

• Maintain professional communication and confidentiality when handling employee and operational information.

• Partner effectively with Quality, Training, Workforce Management, Operations, and other support teams.

• Escalate significant employee, customer, compliance, or operational concerns in a timely manner.

• Participate in leadership meetings and development activities as assigned.

Leadership Development

• Demonstrate behaviors aligned with the expectations of a future Supervisor.

• Take ownership of assigned leadership responsibilities and follow through on commitments.

• Develop decision-making, conflict-resolution, communication, coaching, and performance-management skills.

• Seek and apply feedback from leadership to strengthen leadership effectiveness.

• Participate in a formal leadership development program designed to prepare for future Supervisor opportunities.

• Demonstrate readiness for increased leadership responsibility through consistent performance, sound judgment, and effective team influence.

Minimum Qualifications

• Regularized employee status.

• Minimum of 6 months Third-Party (3P) Collections experience.

• No active Written Warning.

• No active Collector Development Plan (CDP).

• Minimum 95% Schedule Adherence.

• Minimum 90% Log-On Duration.

• Strong understanding of collections processes, systems, and compliance requirements.

• Demonstrated ability to consistently meet or exceed performance expectations.

Preferred Qualifications

• Demonstrated history of consistent performance results.

• Proven ability to influence, motivate, and support peers.

• Previous experience coaching, mentoring, or assisting team members.

• Demonstrated leadership potential and ability to take ownership of team-level responsibilities.

• Strong problem-solving, decision-making, and conflict-resolution skills.

• Excellent verbal and written communication skills.

• Ability to analyze performance trends and identify opportunities for improvement.

• Ability to provide constructive feedback and hold peers accountable in a professional manner.

• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.

• Demonstrated commitment to compliance, quality, customer experience, and operational excellence.

CBE Companies is an equal opportunity employer. We celebrate inclusion and are committed to creating a welcoming environment for all employees.