
Retention and Collections Team Leader
2 weeks ago
Overview
Join to apply for the Retention and Collections Team Leader role at Acquire Intelligence
Required Competencies- Has Experience In The Field Of Collections And Retention
- Professional experience as a Team Leader in a call center environment.
- Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections strategies
- Business Ethics / Modelling hipages Core Values
- Building and Sustaining a Highly Motivated Team
- Planning, Organizing, and Executing
- Problem Solving / Decision Making
- Effective Communication
- Lead a team of customer retention specialists and collections specialists
- Coach, mentor and manage performance against KPIs like renewals, churn reduction and collection rates
- Inspiring and Motivating People
- Developing Talents
- Operating the Business
- Managing Performance
- Inspiring and Motivating People: Support individuals in a non-judgemental way. Encourage collaboration by ensuring members are encouraged and empowered to ask questions, express their opinions and views. Develop and maintain professional, open, and honest working relationships with hipages members. Act as a role model of good practice to all team members. Positively and professionally represent and promote hipages and the service provided at all times. Work at all times in a positive and cooperative manner. Recognize, celebrate and reward team members achievements. Provide leadership to the team acting as a positive role model at all times. Implement rewards and recognition programs suited for the sales campaign.
- Developing Talents: Conducts Goal-setting With The Whole Team. Ask about personal and professional goals regularly. Create a customizable skill development framework. Teach and improve product/process knowledge and soft skills in alignment with program strategy and in a way that compliments the attainment of various goals.
- Operating the Business: Work in line with hipages mission vision values and DNA. Align employees and management with core values and goals. Values and goals need to be well communicated to team members. Maintain confidentiality at all times. Ensure that Managers and counterparts are kept fully informed of day-to-day developments within the team. Oversee and effectively communicate with the team updates, news rollouts, and any communications in a means by which the individual can understand the information being conveyed and maintain accurate and factual records at all times. Enforce schedule compliance and staffing. Check agents\' timesheets, plotted schedule, and fillings in a timely manner and prevent payroll disputes; identify discrepancies, report correction to HR/Finance/WF department, and monitor correction status.
- Managing Performance: Give regular, thoughtful, honest, and constructive feedback to each individual team member. Supervising and monitoring agents to ensure their performance is of a high standard. Analyze performance data and establish action plans to improve performance. Host development planning and goal-setting discussions with agents and team leaders – LOB Scorecards and KPIs. Identify performance gaps through reports or transaction monitoring and formulate effective and strategic performance improvement plans for development. Ensure agent transactions are aligned with Quality Assurance objectives and client expectations.
- Mid-Senior level
- Full-time
- Accounting/Auditing and Finance
- Outsourcing and Offshoring Consulting
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