Collections Performance Leader
- Swindon, South West
- Posted 28th November 2018
- £28000 - £30000 per Annum + Competitive Bonus & Bens
- Ref: 1201323
You will be leading a small team and your first priority will be to achieve consistent, high team performance and customer satisfaction. You will be a strong; hands on people manager whilst having the ability to engage with other areas of the business to maximise your performance.
*Inspire, motivate, lead, coach and develop a team of payment collection advisers.
*Lead the team in the delivery of a first class support service which sets apart as a market leader.
*Responsible for achieving team SLA's and KPI's, ensuring service delivered delights our customers and best practice is followed
*Leadership of team, ensuring:
1.Motivation and moral levels are high.
2.Effective coaching and mentoring of all agents to give a high standard of service.
3.Responsible for performance management process: 1:1's, personal development plans and performance reviews.
4.Regular team meetings and communications.
5.A culture of continuous improvement is adopted.
Key Skills and Experience Required:
*Proven experience leading and managing a successful team.
*Engaging leadership style, able to build credibility at all levels, internally and externally.
*Adaptable management style in order to get results and help individuals achieve their full potential.
*Lead and embrace change and improvement, generates and drives ideas, analytical problem solver.
*Proficient in the use of Microsoft Office packages, especially Excel, Word and Outlook.
*Excellent communication skills, able to deal with a variety of internal and external customers at all levels.
*Able to influence colleagues, partners and stakeholders to deliver shared objectives.
Knowledge and experience of managing a team in a contact centre collections environment couple with strong people leadership experience are preferable.
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