Address
Form of work Job Description
Collections Team Leader provides day-to-day work to the group, conducts workload studies, plans activities, sets direction, and provides supervision to and evaluation of direct reports.
Responsibilities
• Ongoing review of team productivity
• Ensuring team goals are aligned to business strategy and goals
• Timely closure of EMS
• Publishing reports , Pending Report, Productivity Report, Roster, Out of TAT cases, allocation reports, providing required data as & when required
• Lead a high performing team through ongoing change management to maximize business performance
• Manage Collections' Long Range Forecast, Scheduling, Shift-Bidding & Recruitment planning
• Be the point of contact for business analysis, recommendation and workforce consultation for forecasting, resource planning efficiency and effectiveness of inbound & outbound Full Time Employee (FTE) management
• Partner with National team, enabling Collections to execute strategies by ensuring the appropriate planning of inbound & outbound resources facilitating first class, highly effective Client experience
• Lead, develop and maintain department function goals/objectives and process knowledge for the National team
• Provide a clear line of sight for the Agent/Client experience, while mitigating operational, financial and reputational risk
Required Skills
• Minimum of two years call center/ collections management experience strongly preferred.
• Take responsibility to achieve global service targets through proactive management of a multi-site, multi-skilled and one-Inbound & Outbound Call environments.
• Identify business trends and key performance indicators, innovative opportunities to enhance client experience and business/process efficiency and effectiveness.
• Develop strong working relationships with National team.
