Do you have the skills of a dynamic Team Leader within the Debt Collection industry? Our client requires your skills to lead Collections Agents to better their performance and improve their service quality. The successful individual will have problem solving and interpersonal skills, to deliver effective solutions for customers. This is an opportunity to add value to a successful growing team.

3-5 years’ experience in a similar position

Problem solving and decision-making skills

Attention to detail

Energetic and dynamic

Proficiency in English is an essential requirement

Basic computer knowledge

DUTIES:

Overseeing a team of 12 Debt Collectors

Develop collections agents

Lead team meetings

Manage diverse staff in an environment of change

Analyse call centre data, and focus on improving performance and processes to better support school management and parents

Assist the Collections Manager and other management team members in identifying trends and establishing call centre goals

Ensuring staff members are achieving desired service levels and taking corrective action, as needed

Taking on other tasks or projects to support agents, collection manager, and collection support team

Time and attendance management

Staff performance monitoring and management

Design and implement tactics using the phone, email, SMS, WhatsApp and other social media tools.

Organise and prioritise own and team workloads

Use existing call centre technology to meet business & customer/associate satisfaction goals

Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements

SALARY: Dependant on Experience

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