Collections Manager
804102926
£34,000 Per Annum
Full Time
Permanent
Manchester, Greater Manchester
Customer Service And Call Centre
Posted 12 days ago
Expires In 16 Days
Job Description
This role is fully onsite however, once established, opportunity to move to a Hybrid model will be considered. Salary on offer is £34,000 + company benefits
Duties
- Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
- Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
- Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
- Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
- Work closely with dialler / campaign managers to ensure call demands are being met.
- Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
- Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
- Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.
Experience
- Experience managing a team in collections is essential
- Excellent coaching and support skills
- Strong communication skills, written & oral
- Used to setting KPI's & SLA's for your team
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