Duties and Responsibilities
Key Responsibilities:
- Manage overdue accounts for both cars and boda-bodas.
- Assess staffing needs and ensure adequate coverage.
- Monitor attendance, approve leave, and manage team schedules.
- Shadow team leads for performance support and coaching.
- Track call reach rates, call volumes, and overall efficiency.
- Ensure targets for calls and collections are met.
Leadership and Management
- Lead the daily operations of the overdue collections team.
- Supervise and motivate team leads and agents to meet performance goals.
- Provide ongoing training, coaching, and feedback.
- Monitor and optimize team performance through regular reviews and call monitoring.
- Ensure compliance with regulatory requirements and company policies.
- Address escalated customer issues and provide solutions for customer satisfaction.
- Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.
- Prepare and present regular reports on team performance, key metrics, and collection trends.
- Set targets for the team, share for approval, and ensure they are met.
- Develop and implement strategies to optimize workflows and enhance efficiency.
- Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups.
- Collaborate with other departments for compliance and performance improvement.
- Report to the Head of Department on team performance and trends.
- Any other duties that may be assigned.
Qualifications
- Bachelor’s degree in a relevant field
- At least 4 years’ experience in a busy call center environment at a managerial level
- Ability to provide effective leadership to a large team
- Ability to offer quick and effective solutions for any complaint
- Excellent communication and organizational skills
We Offer
- Competitive salary
- Bonus based on performance
- Friendly and dynamic work environment
- Opportunity for personal development
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Contact Information
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