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Team Leaders – Call Centre - Collections
£ 18 – 24,000 plus Excellent Benefits Leeds
GE Consumer Finance
Due to massive business growth we are looking for a number of candidates to fill the role of Collections Team Leader. The main responsibilities of the role will be:
Achieving key collections metrics. Driving incentives and behaviours to ensure these are delivered.
Manage problems or substandard performance, including disciplinary issues and long term sick.
Coach Adisors to achieve optimum performance and provide career development and succession planning.
Direct Reports Team of 15 equivalent full time staff.
Analyse daily and weekly management information to drive improvements.
Listen to, monitor and analyse FLA call behaviour and performance in order to determine level of performance, quality and compliance to GCF standards and regulatory requirements.
Identify and recommend improvements to processes and procedures. Work with team to implement changes.
Prepare ad hoc management information to support operational decision- making.
Work with the training team to identify training needs, coaching in new training solutions and carrying out competency testing.
Involvement in the resourcing/recruitment requirements for the team and department.
Successful candidates will be given the opportunity to thrive in a dynamic and challenging environment and will need the following skills:
Essential
Proven people management experience
Experience of team or project leadership
Basic project management skills
PC skills: Excel, PowerPoint, Access
Presentation & report writing
Communication & negotiation
Ability to work with minimal supervision
Call Centre experience in a Team Leader role
Experience in coaching team performance
Desirable
Experience of working with a predictive dialler
Understanding of IVR’s and ACD’s
Experience of forecasting and resource planning
To apply, please call our recruitment team on 0800 231 5730 (Monday to Friday 9am until 7pm, Saturday 12pm until 2pm). Alternatively apply online at www.obvious-geweb.com
apply4@ecruitaid.co.uk
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