Contact Centre Collections Manager

Company Overview A leader in parking charge recovery, employing over 500 people. Based in modern offices in Denton, Tameside, just off the M60, we pride ourselves on delivering outstanding service to both clients and customers. Our rapidly growing organisation leverages cutting-edge technology and dedicated teams to revolutionize the debt recovery process. We offer excellent career development opportunities and boast a strong record of staff retention. Hours: 37.5 hours per week Key Responsibilities * Team Management: Oversee a team of collectors, managing their performance and resolving issues efficiently. * Leadership: Motivate and guide the team to meet daily, weekly, and monthly revenue targets through structured 1:1s, coaching, and feedback. * Performance Monitoring: Manage underperforming collectors using performance management processes, ensuring consistent achievement of KPIs and SLAs. * Call Monitoring: Oversee contact centre operations to ensure calls are handled professionally, in line with company procedures, and to exceed customer expectations. * Collaboration: Work closely with dialler/campaign managers to meet call demand and performance targets. * Data Analysis: Use performance data to identify trends and address issues, ensuring optimal call centre operations. * Attendance Management: Ensure team attendance is in line with business needs and address any issues with HR when required. * Continuous Improvement: Proactively suggest and implement improvements to enhance operational efficiency. * Welfare Support: Support the Social Responsibility and Customer Welfare Manager in meeting business requirements. * Recruitment Planning: Assist in workforce planning for the department’s long-term recruitment needs. * System Support: Liaise with IT and other departments to resolve technical and operational issues. * Policy Compliance: Ensure team adherence to company policies, client guidelines, and relevant regulations. * Collaborative Leadership: Assist other managers in ensuring the smooth operation of the contact centre, especially in the absence of the contact centre manager. * Project Support: Contribute to departmental change projects and provide support with additional duties as required. Benefits * Pension Scheme * Life Assurance Plan * Daily Refreshments * Modern Office Environment * On-site Car Parking * 28 Days Annual Leave (including Bank Holidays) Additional Information Successful applicants must undergo a DBS and CCJ check prior to an offer of employment