About GoodLeap:
GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.
The Assistant Call Center Managers primary function is to coach, train and develop collectors into strong negotiators while providing an excellent customer experience. The Assistant Manager must be able to effectively motivate collectors, to ensure high morale, and be able to achieve monthly goals.
Essential Job Duties & Responsibilities:
Monitor, train and develop collectors to maximize results while ensuring all policies and procedures are followed.
Hold collectors accountable to performance expectations, productivity, attendance policy, and quality scores.
Motivates collectors to achieve success and creates a team atmosphere.
Audits collection activities to ensure maximum results and partners with leadership to recommend changes to enhance the strategies to help lower delinquency.
Conducts daily/weekly/monthly call calibrations, account reviews, and performance reviews with all direct reports.
Manages workload (queues and dialer campaigns) to ensure daily/monthly targets are achieved.
Required Skills, Knowledge & Abilities:
Excellent project management skills and a positive attitude
Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
Creative and analytical thinker with strong problem-solving skills
Must demonstrate exceptional verbal and written communication skills
Must demonstrate ability to communicate effectively at all levels of the organization
Ability to critically evaluate information gathered from multiple sources, reconcile conflicts,



decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
Ability to motivate others to achieve maximum results
Ability to drive results with geographically dispersed team
Experience Required:
Minimum 5 years of experience in collections, financial services or relevant field
Minimum 3 years of experience in a consumer collection management role
Minimum 3 years of call center management experience
Advanced proficiency with computer functions with MS office suite strongly preferred
Ability to lead or manage 10-15 high performing front line representatives
Exceptional communication skills including verbal, written, one-on-one and team
Knowledge of collection industry regulations
Ability to collaborate across departments to resolve customer concerns
Strong leadership skills to motivate employees to achieve success
Excellent problem solving skills
Goal oriented focusing on both short and long term visions
Understanding of good collection practices and procedures
High School Diploma or GED Required
Bilingual (English/Spanish)
Compensation: MXN $35,000 - 50,000/month DOE
Additional Information Regarding Job Duties and Job Descriptions:
Tipo de puesto: Jornada completa
Sueldo: $35,000.00 - $50,000.00 al mes
Beneficios:
- Seguro de gastos médicos mayores
- Seguro dental
- Vales de despensa
Pago complementario:
- Bono mensual
Tipo de jornada:
- Rotativo
Escolaridad:
- Licenciatura terminada (Deseable)
Experiência:
- Atención al cliente: 5 años (Deseable)
Idioma:
- Inglés (Deseable)
- Español (Deseable)
Lugar de trabajo: Empleo presencial
Fecha límite para postularse: 31/07/2024
Fecha de inicio prevista: 14/10/2024

📌 Assistant Call Center Manager (Ciudad de México)
🏢 GoodLeap
📍 Ciudad de México