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TEAM LEADER- COLLECTIONS

Job Description

Reporting to the Head of collections, the successful candidate will be responsible for execution of Call Center operations in regard to shift models and structure  to ensure efficient collection of outstanding debts for various clients as per the set targets.

 Responsibilities

  • Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner;
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers;
  • Provides statistical and performance feedback and coaching on a regular basis to each team member;
  • Writes and administers performance reviews for skill improvement;
  • Ensures employees have appropriate training and other resources to perform their jobs;
  • Responds to and resolves employee relations issues expressed by team members;
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level;
  • Addresses disciplinary and/or performance problems according to company policy;
  • Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs; and
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.

Qualifications:

  • Bachelor of Science degree in Finance, Business Administration or relevant field;
  • Minimum 2 years of Call Center/Contact Center management experience in the same capacity;
  • Effective leadership and analytical skills including working knowledge of, staffing models, scheduling, and telecom opportunities;
  • Exceptional ability to develop and manage results-oriented recruiting and training programs;
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations;
  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing;
  • Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred);

How to Apply:

If you meet the said qualification send your application to horecruitment@ideon.co.ke or register and apply at www.ideon.co.ke/careers