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Collections Team Leader

Job Description

The Collections Team Leader motivates, builds, coaches and develops a group of Supervisors into becoming a highly responsive team capable of meeting required performance standards. They provide direct supervision to front line Collections Supervisors and indirect management to Collections Agents. Great businesses need great managers. And great managers do it all. You will ensure cross-functional alignment of goals and execution and help teams forge strategic partnerships. Help drive key decisions and execution on our growth initiatives. Hold people accountable while cheering them on. Inspire, lead, and motivate your team.

Responsibilities:

  • Build, coach, and direct a group of Supervisors and agents into becoming a highly responsive team that meets the required published performance standards
  • Ensure that each direct report Supervisor is coaching, developing, and communicating with their teams routinely and effectively by reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels
  • Participate in special projects as needed and contribute to the implementation of workflow process improvements
  • Participates in hiring, ensure supplemental QA and training programs are conducted for the team as needed and administer disciplinary actions in accordance with HR Policies
  • Participate in meetings and establish relationships with other managers, business units, and support groups throughout the organization to facilitate accurate communication flow, and feedback on impacts of process, policy, product changes, and the delivery of the Collections goals and the successful execution of the Collections strategy
  • Work with senior management to provide data regarding monthly, quarterly, and yearly goals and results. Understand new trends, expectations, and information to communicate back to the team
  • Conduct calibration sessions with QA to understand and address quality trends and to ensure that the team sustains high performance
  • Develop and execute a strategy for Collections performance via inbound calls, emails, and other communication mechanisms while providing the pertinent metrics for a call centre environment
  • Forecast staffing efforts and evaluates delinquency trends and contact centre metrics in support of this plan.

Preferred Qualifications

  • Excellent organizational skills
  • Excellent interpersonal skills and verbal and written communication
  • Ability to direct and motivate others
  • Ability to lead through vision and values
  • Skill in focusing on desired results, prioritisation, clarifying next steps, and delegating effectively to meet deadlines, and achieve desired results
  • Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
  • Knowledge of the Financial Services industry
  • Experience in an Internet company, financial institution, or transaction processor is preferred
  • Bachelor’s degree or equivalent work experience is required

Job Requirements

  • 8+ years’ related experience within a Collections Contact Centre environment: direct supervision of 20+ Collections line management agents and supervisor level personnel required
  • Demonstrated experience in prioritization of critical business factors relating to implementation of system integration including dialler management and knowledge of training and quality related to Collections Operations required
  • Experience in incremental, substantive wins in calibrating and increasing metric driven collection results across pre and post charge off delinquency areas is required

Apply Now!

https://jobsearch.paypal-corp.com/jobs/148863-dundalk-ireland/Dundalk-UK-Collections-Team-Leader?lang=en-US

Ref: 30939BR

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