Who we are:
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.
Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.
Visit gomotive.com to learn more.
About The Role:
As a Team Lead – Collections, you will oversee the daily operations of the collections team, ensuring productivity, compliance, and timely resolution of cases. You will lead daily check-ins, monitor performance metrics, support new hires, resolve escalations, and provide coaching and feedback to team members. This role requires strong leadership, analytical ability, and process knowledge to drive collection effectiveness and continuous improvement.
What You’ll Do:
Daily Meetings
Conduct a 15-minute daily kickoff to review previous day’s productivity, address issues, and share process updates.
Ensure attendance of all team members.
Monitoring KPIs & Team Performance
Monitor KPIs and productivity daily.
Ensure chats/emails are replied to before 7 PM and pending cases are resolved.
Maintain KPI & SLA hygiene.
Manage breaks, ensure proper account management, and conduct biweekly 1:1 feedback sessions.
Training & Buddy Program
Support new hires through buddy program.
Assign shadowing with top team players, provide mentoring, feedback, and update SOPs.
Escalation Handling
Resolve cross-departmental escalations with POCs.
Define resolution paths for prolonged issues.
Portfolio Analysis & Reporting
Monitor all queues (emails, cases, spreadsheets).
Weekly analysis of individual portfolios; prioritize high-priority and aged cases.
Use SFDC & Zuora for reporting (Aging, Payment, Customized).
Adhoc Audits
Audit calls, cases, emails for accuracy, professionalism, and compliance.
Track audits via G-sheet; address errors and send email feedback.
Resource Management
Assign backups during leave/attrition; distribute pending cases.
Support low performers with coaching/PIP if needed.
Align team processes, assign weekend shifts, ensure lead availability.
Team Meetings & OT
Conduct monthly onsite team meetings & coaching sessions.
Allocate OT tasks/hours (manager-approved) and track records.
Communication & Leadership
Maintain clear communication with team & management.
Ensure availability during office hours; escalate issues upward as needed.
Guide team with expert knowledge of SOPs and processes.
Payment Failure Function
Expert knowledge of SOPs, unified processes, and case journeys.
Analyze daily payment processing, operational cases, and rep stats.
Review accounts to identify correct POCs.
System Knowledge & Data Analysis
Enhance knowledge of SFDC, Zuora fields, invoicing & reporting.
Connect data points and improve cross-department understanding.
Professional Skills
Ownership of role and responsibilities.
Soft-spoken, clear, courteous communication.
Be focused, patient, positive, flexible, adaptive, and empathetic.
Strong time management, fairness, and equality in team handling.
What We’re Looking For:
Minimum 4 years of experience in collections, with at least 2 years in a supervisory/lead role.
Strong knowledge of collection practices, SOPs, and compliance.
Excellent leadership & team management skills.
Exceptional communication & interpersonal skills.
Analytical mindset with strong data reporting skills.
Ability to thrive in fast-paced environments with focus on results.
Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
Please review our Candidate Privacy Notice here.
UK Candidate Privacy Notice here.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.
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GoMotive gives health and fitness services the power to virtualize their services, diagnose clients, and design custom workouts that serve clients on a remote basis. Our remote training app is in revenue operation in over 10 countries, is branded to each professional, includes custom video workouts, news, & feedback loops to improve health and speed recovery. Professionals create their own content & access 6,500+ exercises & templates to build their practice and engage clients. An integrated scheduling and eCommerce platform offers a turnkey client management system to trainers, coaches and rehab professionals looking to retain clients and expand their business.
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