Collections Team Lead

- Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well- rounded team competency. Demonstrate leadership skills with experience managing teams of 13-18 members.
- Maintain daily shrinkage at less than 5%.
- Monitor calls and ensure compliance and quality performance. Expectation is to do 3 call monitoring per day, strategically across BQ and other team members.
- Weekly performance review with team.
- 15 second talk-offs for the day; i.e. assisting team members by taking over calls where they are unable to resolve the account
- Ensuring that at least 40% of his team earns incentive.
- Ensure full compliance with all company, departmental, legal, and regulatory requirements. Understand and execute policies, processes and procedures of the organization.
- Strong Focus on collector upskilling and programs goals.
- Good interpersonal skills and ability to retain and sustain tenure thru strong connect with team members.
- Ability to set targets as per the process requirements and business goals.
- Identifying opportunities/training needs and defining training/coaching plan for team members.
- Knowledge of KRA’s, performance metrics and reports.