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- Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
- Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
- Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
- Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
- Work closely with dialler / campaign managers to ensure call demands are being met.
- Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
- Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
- Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.
- Experience managing a team in collections is essential
- Excellent coaching and support skills
- Strong communication skills, written & oral
- Used to setting KPI's & SLA's for your team
