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DESCRIPTION
You will:
- manage the Collection team (30 people)
- do coaching, feedback sessions, development plans to improve performances
- manage the team schedule and workload
- monitor KPIs, create reports, analyze trends and process improvements
- guarantee respect of policies, escalate issues professionally
- collaborate with internal departments to resolve complex issues and improve overall service
- work closely with other team leaders to align strategies and share best practices.
- promote a positive team culture focused on accountability, engagement, and continuous learning
REQUIREMENTS
What we are looking for:
- proven Experience Leading Teams of 20+ Employees, ideally in Call Centre Environments
- a background in Financial Services or Related Industries
- ability to Motivate and Develop Teams through Coaching and Performance Management.
- proficiency in MS Office and Experience Working with CRM or Collections Software
- clean criminal record