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Duties:
- Develop and maintain individual and team based performance measurement systems to support the effective management of individual productivity, collection and revenue performance.
- Supervision of the Contact Centre and its personnel, maintaining business standards & resolving issues as they arise.
- Organising and prioritising workloads to achieve agreed targets and objectives.
- Provide formal and informal feedback to individuals as necessary.
- Incentivising, motivating, guiding and leading staff in their day to day performance to ensure KPI’s are met are met and reporting any deviation of this to the Collections Manager.
- Providing coaching, additional training and ongoing support to existing staff as necessary to ensure the required levels of performance are maintained.
- Recording and maintaining up to date data in a timely manner, liaising with the Collections Manager if any further action is needed.
- Assisting with recruitment, induction and training of new employees.
- Provide management support and collaboration to the Company’s clients
- Assist the Collections Manager with day to day management of the collections teams and development of new processes and procedures.
Attributes needed:
- Excellent communication skills.
- High level of written and verbal communication.
- Professional.
- Self-motivated.
- Be able to work towards set targets.
Performance Management Responsibilities:
- Revenue & Collection performance.
- KPI’s - Revenue, Call Quality, Conversion Rates, Productivity, Wrap Time & AHT
- Quality of comments entered
- Attendance / Punctuality
