Do you have experience managing a team in a call centre environment? Do you have knowledge of the debt recovery industry? If so, then this is the job for you!

Our client are one of the largest enforcement agencies in the UK and are looking for an office based Collections Manager to lead a team of call centre operatives who are collecting debt over the phone.

Benefits

Basic Salary of up to £40,000 per annum
Full Time Permanent Role
Company Pension Scheme
Company Life Assurance Plan
Daily Refreshments on Offer
Modern Office Environment
On Site Car Parking
28 Days Annual Leave including Bank Holidays

Duties

Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.
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
Maintain collectors’ attendance to ensure SLA’s are not compromised, liaising with the companies HR department in line with company procedures.
Provide recommendations for continuous improvement of the operational process and report these at regular meetings.
Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.
Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance
Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.
Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager
Assist with change projects within the department.
Assistance with any other duties that are within the scope of the job purpose
You will be leading a team of call centre operatives whose main focus is to speak with customers about their debt