Team Manager - Woodstock
We are looking for an experienced and dedicated Collections Team Manager to oversee the collections, productivity, and administrative performance of Collections Agents in our organization against set targets and or to ensure TFC objectives are achieved. Responsibilities: You will be shifted from Monday - Friday between 07:00 and 20:30 as well as 2 Saturdays per month between 08:00 and 14:00 Manage and supervise Collections Agents, overseeing their collections activities, productivity, and adherence to quality standards Act as the point of escalation for queries and complaints from both internal and external stakeholders, ensuring timely resolution and excellent customer service Ensure that Collections Agents have a solid understanding of business objectives and legislative requirements relevant to the collections process Provide coaching, feedback, guidance, and support to Collections Agents to enhance their performance and achieve targets Monitor and analyze collection metrics, preparing reports and identifying areas for improvement or optimization Conduct regular team meetings and performance reviews to provide feedback, address any performance issues, and recognize achievements Collaborate with other departments, such as Compliance and Legal, to ensure compliance with regulatory requirements and legal obligations Manage administrative tasks related to collections, including maintaining accurate records, updating databases, and handling any ad-hoc duties as assigned Stay updated on industry trends, best practices, and technologies related to collections and incorporate them into the team's operations Maintain a positive and motivating work environment, fostering teamwork, collaboration, and professional development among team members Requirements: Minimum of 2 years of experience in a team management role, preferably within a collections environment Strong knowledge and understanding of collections processes, practices, and legislative requirements Excellent leadership and interpersonal skills, with the ability to effectively manage and motivate a team Competency in MS Word, Excel, and other office software for reporting and data analysis Exceptional organizational and time management skills, with the ability to prioritize tasks and meet deadlines Strong problem-solving and decision-making abilities, with a proactive and results-oriented approach Excellent verbal and written communication skills, with the ability to communicate effectively with both internal and external stakeholders Knowledge of compliance and legal regulations relevant to collections is advantageous Strong customer orientation (TFC principles) Attention to detail A proactive team player with the ability to listen and active provide feedback Able to manage conflict with the ability to think on your feet and use initiative
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