Collections Team Leader
Salary: £34,000 per annum + bonus
Location: Manchester (Office-based role)
Working hours: Monday-Friday 9am-5pm
Have you got previous or current experience in a debt recovery or collections role?
MPJ Recruitment are actively on the lookout for a highly skilled Collections Team Leader for a leading financial services company in Manchester. This role offers an exciting opportunity to lead and motivate a team of collectors, manage performance, and drive operational excellence in a rapidly growing business.
Collections Team Leader Responsibilities:
* 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.
* 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.
* 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
* 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.
Collections Team Leader benefits:
* Free parking
* Bonus included
* Company life assurance
* Company pension
* Holiday entitlement
* Fully paid training
* Ongoing development & progression opportunities
Interested in knowing more about this Collections Team Manager role? - CLICK APPLY.
All candidates will go through a full DBS & credit check