Responsibilities

• Own and drive the team's daily, weekly, and monthly collections KPIs — PTP rate, liquidation, RPC, QA scores, AHT, and adherence.
• Conduct real-time performance monitoring throughout each shift, providing in‑the‑moment guidance to associates on productivity and quality.
• Review individual and team performance scorecards regularly and initiate corrective action plans (CAPs) for underperforming associates.
• Analyze performance trends across the team and implement targeted interventions to address root causes of KPI gaps.
• Prepare and present team performance reports to the Operations Manager on a daily, weekly, and monthly cadence.
• Conduct structured one‑on‑one coaching sessions with each associate at a minimum bi‑weekly frequency, using call recordings and data as inputs.
• Build individual development plans for associates identifying strengths, improvement areas, and career growth pathways.