Team Manager : Early Stage Collections

To manage the daily activities and driving the performance of a team of Early Stage Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.

Overview

Responsibilities

1. Manage daily operations

• Develop and implement programs and procedures to improve collector and collecting productivity
• Manage measurement standards for the improvement of performance and operational effectiveness
• Resolves customer complaints and queries
• Ensures acceptable levels of delinquency and minimises write-offs by directing personnel in the management of their queues
• Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
• Develop, plan, and implement section goals and objectives
• Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
• Review delinquent accounts
• Manage staffing forecasts and WFM schedule requirements
• Manage adherence to Collection procedures
• Collate and effectively utilise Collection reports
• To action any ad-hoc requests

2. Coaching and mentoring of team

3. Team Administration

4. Team performance, monitoring and reporting

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