Team Manager : Collections (INBOUND)

To manage the daily activities and drive the performance of a team of Collection agents, meeting business objectives by improving and maximizing the collection of outstanding revenue for private label card accounts through effective planning, directing, and supervision.

Manage daily operations

• Provide visible and clear leadership to promote a culture of high-performance standards and customer centricity.
• Lead team members to achieve operational efficiency and build a cohesive, motivated team.
• Develop and implement programs and procedures to enhance collector productivity.
• Manage performance measurement standards to improve operational effectiveness.
• Resolve customer complaints and queries promptly.
• Maintain acceptable delinquency levels and minimize write-offs by managing queues effectively.
• Ensure adherence to correct collection procedures and guide employees on improvements.
• Continuously seek to improve operational processes and provide quality customer service.
• Review delinquent accounts regularly.
• Manage staffing forecasts and Workforce Management (WFM) scheduling requirements.
• Handle ad-hoc requests as needed.

Coaching and mentoring of team

Team Administration

Team performance, monitoring, and reporting

Resources & Capacity (people & systems)

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