Collections Team Leader

We are looking for an experienced Collections Team Leader to join our on-site team in Medellín, Colombia.This is a hands-on leadership role for a proven collections professional who knows how to coach agents, improve performance, handle escalations, and maintain strict compliance standards. The ideal candidate has strong experience in third-party collections, understands FDCPA requirements, and is confident communicating in English with both customers and team members.You should be comfortable working in a performance-driven collections environment where leadership means more than monitoring numbers. You will be expected to actively coach your team, support difficult accounts and escalations, identify performance gaps, and help agents consistently meet their goals.Candidates must be permanently based in or within reasonable commuting distance of Medellín and be available to travel to Barranquilla, Colombia, for training when required.What You'll DoLead, coach, and motivate a team of collections agents to achieve daily, weekly, and monthly performance targetsMonitor agent calls and account handling to ensure quality, professionalism, and regulatory complianceProvide real-time coaching and actionable feedback to improve collections performanceSupport agents with objection handling, negotiations, payment arrangements, and difficult customer interactionsHandle escalated inbound and outbound collections calls when necessaryMonitor team KPIs and identify trends, performance gaps, and opportunities for improvementConduct regular performance coaching and follow up on individual development plansEnsure accurate documentation of customer interactions, account activity, and team performancePromote consistent adherence to collections policies, procedures, and applicable regulationsEnsure the team operates in accordance with FDCPA and third-party collections compliance requirementsBuild a positive, accountable, and performance-driven team cultureCollaborate with leadership to address operational challenges and improve overall team resultsWhat We Offer$350–$400 USD paid weeklyPerformance-based commission opportunitiesOn-site opportunity in MedellínUncapped commission potentialOngoing training and leadership developmentGrowth and advancement opportunitiesOpportunity to lead and develop a high-performing collections teamReady to Lead?If you have a strong background in third-party collections, know how to develop agents, and can balance performance, customer experience, and compliance, we want to hear from you.Apply today and tell us about your collections leadership experience!Hiring ProcessTo ensure fairness and consistency, all applicants must complete every stage of the hiring process.Our process includes:Resume ReviewPre-Screen QuestionnaireOne-Way Video InterviewLive InterviewPlease NoteEnglish resumes are required for this roleStrong English communication skills are essentialRequirements:What We're Looking ForPrevious BPO collections experience is requiredPrevious experience as a Collections Team Leader, Supervisor, or similar people-leadership roleStrong third-party collections experience is highly preferredDemonstrated ability to lead and coach collections agents in a target-driven environmentStrong understanding of FDCPA and collections complianceExcellent English communication skills, both spoken and writtenFluent Spanish communication skillsStrong objection-handling, negotiation, and de-escalation skillsExperience monitoring calls and providing effective quality and performance coachingStrong understanding of collections KPIs and performance metricsGoal-oriented, accountable, and comfortable working in a fast-paced environmentStrong problem-solving and decision-making skillsMust be permanently based in or close to Medellín, ColombiaMust be available to work on-site in MedellínMust be available to travel to Barranquilla for training when requiredMust meet the technical requirements necessary to perform the role effectively