Collections Team Leader (Offshore BPO)

To instill and drive exceptional team performance culture by actively inspiring and motivating the team to payment goals. The work environment is fast-paced, and the team leader often moves from one task to another, answering questions, holding meetings, coaching & training collectors, and acting as an encouraging voice.

NB : Please note that this is a NIGHTSHIFT role.

Minimum Requirements (Qualifications And Experience)

• Grade 12/ Matric.
• A Degree/Diploma in any related field will be an added advantage.
• 3+ years of Collections work experience in a Contact Centre Recoveries.
• 1+ years Team leader experience in a target driven environment.
• Proficiency in MS Office and adept in Google suite.
• Proven Product knowledge & System(s) competence.
• Own vehicle is preferred due to International hours and seven-day operation.
• Must have experience (with the flexibility) in working International shifts from South Africa.

Key Responsibilities

• Responsible for supervisory support, coordinating the Collection team, supporting Collection Reps, and ensuring Collection targets are met and exceeded, in line with delivery dates.
• Take ownership and drive overall performance and manage the end-to-end processes.
• Ensure efficiency of Collection productivity and hourly performance activities.
• Report on performance of team members and mission-related goals.
• Produce reports to gauge output per sales Rep.
• Improve Collection process insight and adherence through call analysis.
• Recruit, Train, and Coach the Collection Team.
• Motivate team members and manage attrition.
• Monitor Collection Reps’ activities on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide documented individual coaching and feedback sessions to Collection Reps to enable higher conversion ratios.
• Assist new hires such that they are settled on the floor in the shortest possible time frame.
• Client Interactions, where required – Daily/Weekly/Monthly.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Collect and provide data required for various audits.
• Plan and manage performance, skills development, talent, and culture of team in-order to improve innovation, achieve efficiencies and increase competencies.
• Hold regular team meetings with minutes.

Technical Competencies Required

• Proven ability to compile and manage data – attention to detail; data integrity management; confidentiality.
• Report writing using various MS Office apps (i.e.MS Excel, MS Word, and MS PPT).
• Adept in Google Suite applications (G-Sheets, G-Docs etc).
• Quality and Coaching.
• Researching; ability to search, locate, organise, evaluate, and present information.
• Critically Listening and analysing Collection call recording.
• Efficiency (e.g. PPH, Utilization,RPC, GDPH).