Job Description
The Collections Team Leader directly supervises the team of Collectors that is assigned to them. The purpose of this role is to lead their team to ensure performance standards are met, individual Agents are achieving their targets and to react promptly to any changes or issue there might occur during the line utilization.
How you will contribute
- Determine the feasible workload of each Collector and organize their allocation (including shift management) to ensure daily productivity benchmarks are met
- Monitor and update established KPIs of supervised team regularly, to enhance team’s performance
- Monitor flow rate trends and prepare team dashboard deck for month-end performance review
- Analyze reports and existing processes to advise the Call Center Section Head regarding trends, strategy
- modifications, and overall team performance
- Communicate with other Unit Head a...