Collections Team Leader

**Purpose of the role**

**Key Performance Areas**

**Revenue and Efficiency**
- Ensure that the team and the agents’ key performance targets are met in line with business requirements
- Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
- Set and maintain production standards and targets in line with departmental requirements
- Meet team efficiency targets as per KPA requirements for department

**Ensure that an exceptional customer experience is consistently achieved**
- Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained
- Promote excellent customer service orientation within team of Agents and across the wider business
- Continuously improve customer experience and service delivery statistics
- Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity

**Ensure service level agreements are adhered to**
- Ensure that the departments service level agreements are in place and are achieved
- Constantly engage with management regarding any challenges identified to mitigate through appropriate measures

**People management**
- Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
- Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
- Foster an environment that encourages and rewards innovation and challenges current methodologies
- Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
- Initiate and participate in motivational team and departmental activities
- Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
- Ensure all agents follow the leave management process and that all leave has been captured and approved
- Identify and manage behaviour in line with prescribed legislation and company policies and procedures

**Reporting**
- Capture required data in order to ensure all systems are up to date and accurate
- Manage and track the team’s performance hourly, daily, weekly and monthly
- Provide accurate reports in line with the departments requirements
- Identify adverse variances and / or negative trends and proactively develop action plans to address this
- Provide operational feedback to the Management team by identifying trends through data analysis

**Quality control**
- Monitor calls and provide relevant feedback for improvement
- Conduct regular coaching in order to improve quality of service delivery
- Take appropriate action when quality standards are not met or upheld

**Projects**
- Participate in any projects as per the agreed KPA
- Assist with the implementation and optimization of projects and assignments

**Motivation**
- Initiate and participate in motivational team and departmental activities
- Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
- Complete motivational tasks within the required timeframes

**Qualifications & Accreditations**
- Grade 12 / Matric or Equivalent
- A relevant tertiary qualification would be advantageous

**Experience & Skills**
- Minimum of 3 years’ experience within the Collections industry in a Contact Centre environment
- Must have at least 1 to 2 years’ experience in leading a team within a target driven environment
- Competent in MS Office packages, particularly MS Word, Excel and Outlook
- Clear credit and criminal record
- Effective communication skills (verbal and written)
- Must be available to work shifts, weekends and public holidays

**Attributes & Behaviours**
- Strong motivational and leadership abilities with a positive attitude
- Effective decision making and problem solving abilities
- Deadline and target driven
- Recognise opportunities for improvement and use initiative to introduce them
- Excellent interpersonal and communication (both verbal and written) skills
- Ability to work independently as well as within a team
- Excellent planning and organisational skills with a proactive approach
- Attention to detail and the ability to interpret data
- Resilient and change orientated