Team Leader

As the Team Leader, you will play a crucial role in driving the success of our Collections team. Your primary responsibility will be to oversee and guide a team of collections specialists, ensuring they deliver an exceptional customer experience. You will be the primary point of contact for customers, providing timely and accurate support to resolve their queries and concerns.

Additionally, you will collaborate with other departments to streamline processes and enhance overall operational efficiency. Lead and motivate a team of collections specialists, fostering a positive and productive work environment. Ensure high-quality customer service by promptly addressing customer inquiries and concerns.

Monitor and evaluate team performance, providing constructive feedback and coaching to enhance skills and productivity. Collaborate with the FOS department to resolve complex customer issues and ensure timely dispute resolution. Implement and maintain efficient collections processes, including effective debt recovery strategies.

Analyze and interpret data to identify trends and areas for improvement, driving continuous process optimization. Maintain accurate records and documentation, ensuring compliance with regulatory requirements and company policies. Build and maintain strong relationships with internal stakeholders, fostering a collaborative and supportive work culture.

Stay updated on industry trends and best practices, implementing innovative solutions to enhance team performance. Provide regular performance reports and insights to senior management, contributing to strategic decision-making. A minimum of 5 years of experience in a leadership role within the collections or customer service industry.

Proven track record of successfully managing and motivating teams, with a focus on customer satisfaction. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues. Strong problem-solving and analytical abilities, with a data-driven approach to decision-making.

Proficiency in collections processes and debt recovery strategies, with a deep understanding of regulatory requirements. Ability to work independently and manage multiple priorities in a fast-paced environment. Excellent organizational and time management skills, with a focus on attention to detail. Strong leadership and coaching skills, with the ability to inspire and develop team members.

Proficiency in relevant software and tools, including CRM systems and collections management platforms. A proactive and innovative mindset, with a passion for continuous improvement and process optimization.