Leaders in the debt recovery enforcement sector, our client has been operating for over 40 years supporting hundreds of local authorities and Transport for London. They have a strong UK team, employing 500 people all over the UK. They are committed to building a culture where everyone has the opportunity to do meaningful work and be both recognised and rewarded for their effort.
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.
* 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 or 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.
* 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.
* Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.
* Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
* Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.
* Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance.
* Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.
* Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.
* Assist with change projects within the department.
* Assistance with any other duties that are within the scope of the job purpose.
Skills and Experience Required
* Proven experience of leading large teams in a contact centre/operations environment
* Evidenced experience and proven track record of coaching and developing a coaching environment
* Results driven with experience of delivering performance and process improvements
* Ability to set, meet and exceed targets
* Excellent management and communications skills to influence a team and motivate them to achieve their team and personal best, even in challenging circumstances, with competing demands and pressures.
* Autonomous and self-starting - Positive and action oriented with the ability to manage change
* Analytical skills to interpret data and trends
* Proven Leadership ability & Peer to Peer Support
* Strong and effective team player with an inclusive and collaborative approach.
* Strong Communication skills – written and verbal
* Strong interpersonal and influencing skills
* Significant experience in an inbound call centre which is fast paced, debt collection experience would be desirable but is not essential
* Ability to be available on occasion on Saturday and Sundays for cover purposes
Compensation and Benefits
* Basic Salary of up to £36,800 per annum
* 37.5 hours per week
* Company Pension Scheme
* Company Life Assurance Plan
* On Site Car Parking
* 28 Days Annual Leave including Bank Holidays
The successful applicant would be required to undertake a DBS and CCJ check before an offer of employment is made.
Please apply to find out more.
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