The AR Team Lead is responsible for monitoring and overseeing the team's workflow and distributing tasks in the most time-efficient way.
The Team Lead defines goals, communicates objectives, and follows up on team performance.
Additionally, this role supports the Operations Manager by ensuring quality standards are met, processes are completed accurately, and full operational coverage is maintained.
Responsibilities (include but are not limited to):
- Delegate tasks to team members to balance workload effectively.
- Monitor team productivity and ensure metrics remain stable.
- Ensure each email/request is addressed promptly, either directly or by delegation.
- Serve as a point of contact for escalations/issues alongside the Operations Manager.
- Provide excellent customer service experience.
- Report client feedback to LSG Operations and Quality Departments.
- Report employee absenteeism to both the client and LSG Operations Department.
- Support the interview process for candidate prospects.
- Assist and support the team with concerns or issues.
- Conduct coaching sessions with the team as needed.
- Gather and share best practices within the team.
- Meet personal and team qualitative/quantitative targets.
- Approve customer refunds and write-offs (up to $100) in the interest of maintaining customer relations.
- Approve billing/rate corrections and forward requests to the appropriate department.
- Oversee the Cash Flag / Top 25 Report, ensuring accuracy of records.
- Meet with client POCs to provide operational support when necessary.
Requirements:
- Minimum
1 year of Accounts Payable/Accounts Receivable (AP/AR) experience
.
- At least
6 months of leadership experience in a BPO environment
.
- Strong organizational and delegation skills.
- Excellent communication and problem-solving abilities.
- Ability to thrive in a fast-paced and client-driven environment.