Retention and Collections Team Leader

REQUIRED COMPETENCIES

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Has experience in the field of collections and retention

Professional experience as a Team Leader in a call center environment.

Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections strategies

Business Ethics / Modelling hipages Core Values

Building and Sustaining a Highly Motivated Team

Planning, Organizing, and Executing

Problem Solving / Decision Making

Effective Communication

CORE RESPONSIBILITIES

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Lead a team of customer retention specialist and collections specialists

Coach, mentor and manage performance against KPIs like renewals, churn reduction and collection rates

Inspiring and Motivating People

Developing Talents

Operating the Business

Managing Performance

DETAILED RESPONSIBILITIES PER LINE ITEM OF CORE RESPONSIBILITIES

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Inspiring and Motivating People

Support individuals in a non-judgemental way.

Encourage Collaboration by ensuring members are encouraged and empowered to ask questions, express their opinions and views.

Develop and maintain professional, open, and honest working relationships with hipages members.

Act as a role model of good practice to all team members

Positively and professionally represent and promote hipages and the service provided at all times.

Work at all times in a positive and cooperative manner.

Recognize, celebrate and reward team members achievements

Provide leadership to the team acting as a positive role model at all times.

Implement rewards and recognition programs suited for the sales campaign.

Developing Talents

Conducts goal-setting with the whole team.

Ask about personal and professional goals regularly.

Create a customizable skill development framework.

Teach and improve product/process knowledge and soft skills in alignment with program strategy and in a way that compliments the attainment of various goals.

Operating the Business

Work in line with hipages mission vision values and DNA.

Align employees and management with core values and goals. Values and goals need to be well communicated to team members.

Maintain confidentiality at all times.

Ensure that Managers and counterparts are kept fully informed of day-to-day developments within the team.

Oversee and effectively communicate with the team updates, news rollouts, and any communications in a means by which the individual can understand the information being conveyed and maintain accurate and factual records at all times.

Enforce schedule compliance and staffing

Checks agent’s timesheet, plotted schedule, and fillings in a timely manner and prevents payroll disputes; identifies discrepancies, reports correction to HR/Finance/WF department, and monitors the status of correction to ensure that it has been effected.

Attend internal and/or client meetings, calibration sessions, etc., and participate as necessary during the discussion.

Managing Performance

Give regular, thoughtful, honest, and constructive feedback to each individual team member

Supervising and monitoring agents to ensure their performance is of a high standard.

Analyzes performance data and establishes action plans to improve performance

Hosts development planning and goal-setting discussions with agents and team leaders – LOB Scorecards and KPIs

Identify performance gaps through reports or transaction monitoring and formulate effective and strategic performance improvement plans for development.

Ensure agent transactions are aligned both with Quality Assurance objectives and targets, and client’s expectations.

Join the A-Team and experience the A-Life!