The Call Center Team Leader - Collections at 4G Capital is responsible for managing and optimizing the performance of the collections team within the call center. This role focuses on driving collections strategies, improving portfolio at risk (PAR) management, and maintaining a quality culture through effective coaching, training, mentoring, and motivating the team. The team leader will ensure adherence to collections standards and procedures while fostering team collaboration and strategic impact.
Roles & Responsibilities
Collections Management:Develop and implement strategic initiatives to enhance the efficiency and effectiveness of collections processes.
Analyze collections data to identify trends, areas for improvement, and strategies to reduce portfolio at risk (PAR).
Drive improvements in operations, efficiency, and optimisation of the call center's collections efforts.
Ensure adherence to all collections SOPs and SLAs.
Team Leadership:Provide coaching and mentoring to support call center agents in achieving overall and individual collections targets and KPIs.
Oversee fair portfolio distribution among agents, ensuring balanced workloads and optimized performance.
Plan and maintain agent shift allocations, ensuring adequate coverage and continuity of operations.
Quality Assurance:Carry out quality checks and monitor agent calls to identify individual gaps in collections techniques.
Recommend tailored training and support to help call center agents improve their collections performance.
Conduct frequent calibration sessions to improve and maintain the quality of collections calls across the call center.
Listen to agent calls, document interactions with customers, and take appropriate action to resolve issues and enhance collections outcomes.
Perform daily snap checks and monitor all outgoing messages sent to customers.
Portfolio at Risk (PAR) Management:Monitor agent-customer interactions to identify and address issues contributing to portfolio risk.
Implement strategies to reduce PAR and improve collections efficiency.
Work closely with agents to develop and execute action plans for managing high-risk accounts.
Resource Management:Ensure all call center equipment is well-maintained and any damage or loss is reported to the Collections Manager immediately.
Required Skills for a Call Center Team Leader -Collections
Degree or diploma in a Business related course
Minimum of 1 year of working experience in a similar position with proven performance in collections management
Self-starter, problem solver, and able to work under minimal supervision
Integrity and strong ethical standards
Ability to perform multiple tasks simultaneously with effective time management and organisational skills
Strong written and verbal communication skills
High communications & presentation skills
Ability to handle confidential information
Organisational skills with attention to detail
Excellent time management skills and ability to multitask and prioritise work
A can do, proactive, energetic attitude towards your work and people is a must.
A good self- manager,
A 'make it happen', positive, energetic attitude to your day-to-day work
Enthusiasm to hit the highest standards
A practical approach to issues and challenges
A desire to make a difference everyday.