Jobs search

Collections Team Leader

MPJ Recruitment Ltd • Other • Manchester, City, United Kingdom • 23h ago

Collections Team Leader

Salary: £34,000 per annum + bonus

Location: Manchester (Office-based role)

Working hours: Monday-Friday 9am-5pm

Have you got previous or current experience in a debt recovery or collections role?

MPJ Recruitment are actively on the lookout for a highly skilled Collections Team Leader for a leading financial services company in Manchester. This role offers an exciting opportunity to lead and motivate a team of collectors, manage performance, and drive operational excellence in a rapidly growing business.

Collections Team Leader Responsibilities:

Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise
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.
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.
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
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.
Maintain collectors attendance to ensure SLA s are not compromised, liaising with the companies HR department in line with company procedures.
Provide recommendations for continuous improvement of the operational process and report these at regular meetings.

Collections Team Leader benefits: