Collections Team Leader

Collections Team Leader

Salary: £34,000 per annum + bonus

Location: Manchester (Office-based role)

Working hours: Monday-Friday 9am-5pm

Have you got previous or current experience in a debt recovery or collections role?

MPJ Recruitment are actively on the lookout for a highly skilled Collections Team Leader for a leading financial services company in Manchester. This role offers an exciting opportunity to lead and motivate a team of collectors, manage performance, and drive operational excellence in a rapidly growing business.

Collections Team Leader Responsibilities:

• Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise
• Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1 s, coaching, sampling and feedback.
• Revenue delivery through the contact centre performance management process.
• Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
• Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
• Performance manage any collector who has not met performance
• Work closely with dialler / campaign managers to ensure call demands are being met.
• Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
• Maintain collectors attendance to ensure SLA s are not compromised, liaising with the companies HR department in line with company procedures.
• Provide recommendations for continuous improvement of the operational process and report these at regular meetings.

Collections Team Leader benefits:

• Free parking
• Bonus included
• Company life assurance
• Company pension
• Holiday entitlement
• Fully paid training
• Ongoing development & progression opportunities

Interested in knowing more about this Collections Team Manager role? - CLICK APPLY.

All candidates will go through a full DBS & credit check.