The Team Manager: Middle Stage Collections is responsible for meeting the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision of operations and employee activities of the Collections Team.Manage daily operationsDevelop and implement programs and procedures to improve collector and collecting productivityManage measurement standards for the improvement of performance and operational effectivenessResolve customer complaints and queriesEnsure acceptable levels of delinquency and minimise write-offs by directing personnel in the management of their queuesEnsure correct collection procedures are followed and give direction to employees on what to do and how to improveImplement section goals and objectivesDemonstrate continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer serviceReview delinquent accountsManage staffing forecasts and WFM schedule requirementsIdentify potential fraud and manage special accountsAction administrative tasksCoaching and mentoring of teamIdentify training needs and ensure adequate training and coaching takes placeUpskill team in resolving escalated customer queriesDevelop the team through motivation, counselling, soft skill training and product knowledge educationConduct QA audits for all agents on a weekly basisTeam AdministrationEnsure new starters effectively transition into the teamConduct probation review meetings during first 3 months of employmentAddress any behavioural concerns in line with the Company's Disciplinary PolicyManage the team's absenteeism in line with the Company's Absence Management Policy i.e.
return to work etc.Ensure trackers (IR, Absence & PIP) are updated on a daily basisEnsure all leave transactions are processed on ESSManage the waybill and overtime/special time to payrollTeam performance, monitoring and reportingSet, track and report on individual targets for each agent within the teamCollate and effectively utilize reports for performance management of department KPI'sConduct monthly performance reviews with teamAddress any underperformance in line with the Company's Performance Improvement PolicyResources & Capacity (people & systems)Manage staffing forecasts and requirementsEnsure effective recruitment practices when employing new employeesEnsure the team has the resources and tools to perform what is expected of them
#J-18808-Ljbffr