About this role
Team Leader UKH Collections Voice Driving Operational Excellence
- Leading a team of Customer Service Associates to perform effectively against set targets/KPIs
- Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
- Reviewing and managing each team member’s performance
- Identifying and communicating barriers to performance/service delivery
- Ensuring adherence to Standard Operating Procedures and company policies
- Team Leadership
- Keeping the team informed of anything happening that may impact them
- Establishing good rapport within the team and with other teams
- Having regular Team Meetings, as well as individual Status Sessions with each team member
- Actively supporting the team to meet their deadlines and targets Driving team-building initiatives and supporting company activities
- Living the company’s values in all day-to-day activities
- Being a role model to the team
- Supporting the team through periods of change Learning & Development
- Working closely with Operations Support, Training & HR to support the journey of new starters
- Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
- Ensuring that each team member has a Personal Development Plan
- Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information.
- Matric Certificate+ 2 years TL experience with Debt Collections experience