{"id":2473638,"url":"https://alion.io/job/finsana-team-lead","title":"Team Lead","company":{"id":673910,"name":"Finsana","domain":"finsana.com","url":"https://alion.io/company/finsana","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Belize"],"countries":["BZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-04-29T00:00:00Z","employer_posted_date":"2026-04-29","last_verified_at":"2026-11-03T02:55:16Z","board_verified":true,"closed_at":null,"days_open":188,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":188},"description":"FUNCTION DESCRIPTION\nReport to the Regional Operations and Call Center Manager. The role includes the responsibility of helping team members consistently meet or exceed performance expectations for collection efforts of the assigned portfolio.\nEnsure real-time monitoring of key agent-related metrics, such as log-in and log-out times, minimum calls per day, contact rate, promise-to-pay establishment, promises kept, net log-in hours, and absenteeism percentage, ensuring daily compliance.\nEnsure that the dialer configuration is functioning correctly to guarantee that drop rates and penetration rates remain below the target as defined in KPIs.\nProvide suggestions to operations/collections managers based on expected collection leads or other products.\nEnsure that advisor results are approved at the beginning of the month and are met on a daily basis.\nConduct continuous monitoring and provide feedback with coaching to collections agents to ensure compliance with collection processes and to communicate relevant consequences to delinquent customers.\nMaintain regular communication with operations/collections managers and the Regional Operations and Call Center Manager, providing analysis of the reasons customers give for non-payment of active debts.\nCoordinate and regularly assist operations/collections managers and the internal training team to support the training of new and existing collections agents on any new or existing tools, processes, and collection systems.\nEnsure that all delinquent applications/accounts have been thoroughly worked according to standardized procedures.\nProvide continuous feedback to the Regional Operations and Call Center Managerand collections/operations managers on ways to improve collection-related processes.\nBe responsible for preparing an EWS (Early Warning System)to identify agents who may separate within the next 30 days and request recruitment pools to maintain the approved staffing level.\nResponsible for executing the required shifts and managing candidate profiles approved by collections/operations managers.\nDesign fast, attractive non-monetary and monetary R&R (Recognition and Rewards) activities, in addition to bonuses, to help motivate agents to increase collection figures.\nMonitor and evaluate agent performance, providing learning or coaching opportunities and taking corrective action when necessary.\nIdentify operational issues and suggest possible improvements.\nPrepare reports and analyze data to assist management in determining contact center objectives.\nImprove the quality of customer interactions, ensuring compliance with all legal, regulatory, compliance, and quality assurance requirements in every interaction.\nPOSITION REQUIREMENTS\nHigh school diploma.\nProficiency in Office 365.\nProblem-solving skills.\nTechnologist or professional degree in administrative-related fields (preferred).\nMinimum of 1 year of experience as a supervisor, team leader, or trainer in a call center.\nStrong interpersonal skills, able to interact professionally with diverse audiences.\nKnowledge of coaching and feedback sessions.\nAbility to adapt to flexible schedules.\nAbility to maintain the highest level of confidentiality.\nSkills in report analysis, performance measurement, and creation of action plans to improve results.","description_format":"text","description_chars":3293,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-10-13T20:38:02Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long 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