Senior Collections Team Leader wanted Asap: APPLY HERE
Vacancy Details
Employer: O’Brien Recruitment
We are looking for a skilled Team Leader who can lead collections agents to better performance and improve service quality. Need to have a proven record of accomplishment in managing a team of >10 collections agents in an Inbound/Outbound collections c…
We are looking for a skilled Team Leader who can lead collections agents to better performance and improve service quality. Need to have a proven record of accomplishment in managing a team of >10 collections agents in an Inbound/Outbound collections contact centre.
Collection Experience minimum of 5 years relevant experience, 2 of which at a senior team leader capacity
Education: Matric, Possessing or working towards a B.Degree or diploma would be advantageous.
Language: English, Afrikaans, An additional official language would be advantageous
Ability to:
Provide collection agents with opportunities to expand their knowledge of negotiation.
Able to work to a high degree of accuracy and interpret/communicate complex results and data
A proactive approach to new challenges
Exceptional written and verbal communication.
Excellent interpersonal, and customer service skills, as well as comprehensive knowledge of best practice collection techniques.
Be customer focused with an attitude and partnering skills to build and keep a positive rapport with management, school management, parents and your team
Work independently and lead the team when under pressure and deliver to multiple and challenging deadlines
Work on multiple systems with a strong working knowledge of Microsoft Office Excel
Work well in a team-oriented environment
Strong understanding of fundamental accounting principles, credit practices, and collection regulations
Responsible for:
Hiring, training, coaching call centre agents
Develop collections agents
Answering agents questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents
Lead team meetings
Manage diverse staff in an environment of change
Implement tactical collection campaign
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
Preparing reports and analyzing call centre data to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction
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.
Organize and prioritize 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
Apply before Monday, December 2, 2019 – 60 Days left
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Source: jobs365
