Team Leader Position on the debt collection Business

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General Details
Advertised By:Private
Job Type:Full-Time

Call Centre Team Leader

Role description

Team Leader for a Debt Collection Call Centre

Minimum requirements

· Relevant qualifications.

· Minimum of 5 years’ experience in a Call Center business environment, 2 years should be at a Team Leader or higher management position.

· Experience in a Debt Collection Call Center is preferred.

· Strong people skills management background.

· Understanding of Call Centre frameworks.

· Proven ability in measurement and monitoring performance.

Desired Skills

· Target Driven

· Attention to detail

· Problem Solving

· Communication

· Time Management

Areas of responsibility

· Manage by walking around.

· Be visible to answer questions.

· Take calls that your agents can't handle and be available when an agent appears to need assistance.

· Monitor queue and track inbound calls.

· Keep agents aware of:

- inbound calls,

- calls waiting,

- abandonment rate,

· Motivate and encourage agents through positive communication and feedback.

· Control and manage targets for the team.

· Identify gaps between the set and achieved targets at team and consultant level.

· Provide solutions to meet set targets for the agents

· Identify and trend of poor performance failures (training , QA , coaching, etc).

· Support consultants by handling escalated calls.

· Analyze quality reports and performance reports.

· Managing and developing staff

· Manage performance of individuals daily.

· Conduct performance reviews and provide feedback.

· Monitor the trends of poor performance.

· Plan, organize and control team operation - Leave Planning.

· Monitor and analyze team stats.

· Client Service - Resolve high level telephone client queries and escalations.
Provide feedback to the complaint.

· Escalate queries and complaints to our internal query department. CLOSED DATE FOR SUBMISSION IS 24/03/2020 FORWARD ALL YOUR CV TO INFO@MEDACO.CO.ZA OR RAYMONDM@MEDACO.CO.ZA

nNB:Woman candidate

Id Subtitle 710646148
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RaymondMMember since 2020
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