Job Description
Role Overview
We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.
Key Responsibilities
- Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
- Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
- Conduct regular performance discussions and implement development plans.
- Ensure adherence to quality control guidelines, compliance, and call scripts.
- Resolve escalated queries and customer issues effectively.
- Collaborate with leadership on process improvements and recovery strategies.
- Deliver consistent coaching, feedback, and training to drive agent performance.