Team Leader Mr Price Money
4 weeks ago
**_your purpose_**
The Team Leader is responsible for managing a team of associates to ensure that operational targets are met while ensuring an excellent customer experience.
**_ key responsibilities_**
- ** Leadership & People Management**:
- Manages a team of call centre agents to ensure that departmental targets are achieved through excellent customer experience, making use of training, performance management, succession planning and QA monitoring, reporting on all of these statistics.
- Creates and maintains an excellent associate experience by resolving any associate queries, conducting disciplinary action, and sustaining a positive team culture through culture initiatives.
- ** Customer Experience**:
- Ensures team provides excellent customer experience by providing coaching and guidance to associates. Responds to any escalated queries from customers and stores to ensure efficient problem resolution.
**_ what are the requirements_**
- Grade: 12.
- A minimum of 1 year as a Team Leader in Collections/Trace/Recoveries Call Centre Environment.
- Knowledge of Collections, Debt Recoveries, Recoveries Tracing, Tracing Tools (TU direct, XDS etc.) as well as Collecting & Tracing. (Debt collectors certificate - ACS only).
- Knowledge and understanding of Credit Life-cycle
**_ about us_
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