Senior Collections Team Leader

O'Brien Recruitment

Apply Now

O'Brien Recruitment

Cape Town, South Africa


0214102020

Sorry

Applications for this position closed on 12/Nov

To be considered for any future openings with O'Brien Recruitment, please submit your résumé by registering.

Register

Senior Collections Team Leader

Location Cape Town, South Africa
Employment Type Contract
Seniority Level Mid Senior
Experience 5 to 5 years
Remuneration Negotiable
Remuneration Type Cost to company
Remuneration Frequency Monthly
Benefits -
03/10/2019 Reference Number: O'B3245880104
Apply Now

Skills

  • Collections
  • Finance
  • Reporting
  • Supervising
  • Team Leadership

Job Description

We are looking for a skilled Team Leader who can lead collections agents to better performance and improve service quality. Need to have a proven record of accomplishment in managing a team of >10 collections agents in an Inbound/Outbound collections contact centre.

  • Collection Experience minimum of 5 years relevant experience, 2 of which at a senior team leader capacity
  • Education: Matric, Possessing or working towards a B.Degree or diploma would be advantageous.
  • Language: English, Afrikaans, An additional official language would be advantageous

Ability to:

  • Provide collection agents with opportunities to expand their knowledge of negotiation.
  • Able to work to a high degree of accuracy and interpret/communicate complex results and data
  • A proactive approach to new challenges
  • Exceptional written and verbal communication.
  • Excellent interpersonal, and customer service skills, as well as comprehensive knowledge of best practice collection techniques.
  • Be customer focused with an attitude and partnering skills to build and keep a positive rapport with management, school management, parents and your team
  • Work independently and lead the team when under pressure and deliver to multiple and challenging deadlines
  • Work on multiple systems with a strong working knowledge of Microsoft Office Excel
  • Work well in a team-oriented environment
  • Strong understanding of fundamental accounting principles, credit practices and collection regulations

Responsible for:

  • Hiring, training, coaching call centre agents
  • Develop collections agents
  • Answering agents questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents
  • Lead team meetings
  • Manage diverse staff in an environment of change
  • Implement tactical collection campaign
  • Analyse call centre data, and focus on improving performance and processes to better support school management and parents
  • Assist the Collections Manager and other management team members in identifying trends and establishing call centre goals
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed
  • Preparing reports and analysing call centre data to improve processes, ensure resources are appropriately allocated, and maximise efficiency and customer satisfaction
  • Taking on other tasks or projects to support agents, collection manager, and collection support team
  • Time and attendance management
  • Staff performance monitoring and management
  • Design and implement tactics using the phone, email, SMS, WhatsApp and other social media tools.
  • Organise and prioritise own and team workloads
  • Use existing call centre technology to meet business & customer/associate satisfaction goals
  • Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements

 

Company Description

Centralised Collections Call Centre for schools

Apply Now
If you want to apply for the advertised job, please contact the company at the top of the page. Don't contact Ditto Jobs.