Duties: Develop and maintain individual and team based performance measurement systems to support the effective management of individual productivity, collection and revenue performance. Supervision of the Contact Centre and its personnel, maintaining business standards & resolving issues as they arise. Organising and prioritising workloads to achieve agreed targets and objectives. Provide formal and informal feedback to individuals as necessary. Incentivising, motivating, guiding and leading staff in their day to day performance to ensure KPI’s are met are met and reporting any deviation of this to the Collections Manager. Providing coaching, additional training and ongoing support to existing staff as necessary to ensure the required levels of performance are maintained. Recording and maintaining up to date data in a timely manner, liaising with the Collections Manager if any further action is needed. Assisting with recruitment, induction and training of new employees. Provide management support and collaboration to the Company’s clients Assist the Collections Manager with day to day management of the collections teams and development of new processes and procedures. Attributes needed: Excellent communication skills. High level of written and verbal communication. Professional. Self-motivated. Be able to work towards set targets. Performance Management Responsibilities: Revenue & Collection performance. KPI’s - Revenue, Call Quality, Conversion Rates, Productivity, Wrap Time & AHT Quality of comments entered Attendance / Punctuality