Collections Team Leader Cape Town, Salt River - Salt River
The Appointment Firm
Our client, a financial services company based in Salt River, Cape Town, is seeking a Collections Team Leader to join their team. Ensure that the team and the agents' key performance targets are met in line with business requirements • Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained • Set and maintain production standards and targets in line with departmental requirements • Meet team efficiency targets as per KPA requirements for department Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained • Promote excellent customer service orientation within team of Agents and across the wider business • Continuously improve customer experience and service delivery statistics • Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity Capture required data in order to ensure all systems are up to date and accurate • Manage and track the team's performance hourly, daily, weekly and monthly • Provide accurate reports in line with the departments requirements • Identify adverse variances and / or negative trends and proactively develop action plans to address this • Provide operational feedback to the Management team by identifying trends through data analysis National Diploma or Degree • Minimum of 2 years' experience managing a team • 2 Years Collections Experience R15 000 - R16 000 commission
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