Description
A major telecoms provider is recruiting for an experienced Call Center Manager ideally with collections experience.
To lead and manage the team, performing day to day collections of major account customers - maximising our cash flow and minimising the bad debt risk to the company.
Support and motivate the team at all times, leading by example and providing all the encouragement they need to be the best that they can be, ensuring they have effective PDP's in place to support their development.
To set stretching, SMART objectives, to monitor team performance and behaviours, ensuring performance shortfalls are addressed quickly and appropriately using our standard Conduct, Attendance & Performance policy where necessary.
Essential skills
Must have experience of managing people effectively and be able to evidence this. Must have a great way with people - being able to effectively manage them whilst coaching.
Experience in driving continuous improvement, coaching and motivating your team by using regular team meetings and 1:1's to review and feedback individual and team performance and KPI's. Must have a great way with people - being able to effectively manage them whilst coaching.
Must be very well organised and able to plan your day/week/month, working to tight deadlines and pressures. Have a challenger mentality with focus on driving performance improvement. Be bold and willing to take risks and try different approaches to achieve a business objective and delivering results
Ability to motivate and inspire your team to ensure optimum performance levels are achieved and demonstrate the 3D's - setting an example for others to follow through your behaviours and leadership
Work with HR to manage cases of conduct, attendance and performance. Ensuring that the process is followed and people are managed effectively and efficiently but also and more importantly, that they feel supported through this process
Ensure our people are focussed on collecting to due date rather than month end and ensuring customers are challenged when they fall out of their contractual payment terms
Ensure continuous improvements are made to the way we work, keeping our processes as simple and effective as possible to ensure we're running as efficiently and effectively as possible
Work to improve customer experience and deliver world class customer service across the team.
Collaborate with the wider team, and other areas of the Business
Make sure all systems containing information belonging to yourself and the team is up to date and accurate at all times
Maintain focus on and drive the Reflect agenda in your area by encouraging regular meetings and the nomination of area 'Champions'
Build, develop and maintain strong, honest working relationships with all our customers, both internal and external - leveraging those relationships to deliver against our objectives
Embrace and understand the department's objectives, making sure the team targets align with the same goals and deliverables and that your people understand them too
Represent the team or company at internal and external meetings, being professional at all times and leading by example
Must be willing to get involved in any ad hoc tasks with passion and enthusiasm to help the department deliver against objectives