Core Connect Team Leader

Core Connect boasts state-of-the-art contact centres with a highly experienced collections workforce. Our goal is to manage and facilitate debt recovery for businesses while ensuring brand sentiment is preserved. We strive to maintain the dignity of the debtor while negotiating a payment plan that is both sustainable and fair for both our client and the debtor, whilst streamlining the process for everyone involved. What makes us a great organisation to work for? We are a remarkable, caring, and focused team of people led by energetic and inspirational leaders who are excited and driven by our business niche, our people, and our cause.   *PURPOSE OF THE JOB: * *The Team Leader is responsible for leading a team of call centre agents through guidance, development, motivation, and support. The Team Leader must ensure optimal efficiency and effectiveness in the Collections Business by driving the team to target achievement. The Team Leader must comply with all provisions of the Labour Relations Act in his/her dealing with the call centre agents. * *KEY TASKS * * Monitor and manage agent time and adherence * Drive agent performance to their agreed Performance Development Plans * Develop a High-Performance Collections team * Identify areas of improvement in processes and systems * Monitor the quality of the teams' interactions with internal and external stakeholders * Workforce and capacity planning * Ad-hoc tasks     *REQUIREMENTS / QUALIFICATIONS:* * NQF Level 4 - matriculation * Studying towards a Management Diploma (Advantageous)   *EXPERIENCE:* * 3 - 5 Years Debt Collections experience * Call Centre & debt recovery * Computer Literacy * Microsoft Office * PC Numerical Skills * Leadership and / or Supervisory skills would be advantageous * Excalibur (advantageous)   *KNOWLEDGE:* •   Telephone and negotiation skills •   Good knowledge of debt collection •   Basic understanding of debt review •   Legal collections   *SKILLS AND ABILITIES:* •   Strong analytical and problem-solving skills •   Ability to work under pressure •   Strong interpersonal and good communication skills, interacting with support employees and other          internal / external parties •   Deadline orientated •   Negotiation and relationship building skills •   Computer skills (MS Office) •   Written communication skills – correspondence to clients and suppliers etc. •   Cross-skilling between portfolios •   Good planning and organizational skills to balance and priorities work •   Driver’s license and own transport essential Market related.   *REQUIREMENTS / QUALIFICATIONS:* * NQF Level 4 - matriculation * Studying towards a Management Diploma (Advantageous)   *EXPERIENCE:* * 3 - 5 Years Debt Collections experience * Call Centre & debt recovery * Computer Literacy * Microsoft Office * PC Numerical Skills * Leadership and / or Supervisory skills would