Responsible for coordinating a team of 16-18 collection officers. Main responsibilities: - Monitorizing, evaluating, coaching, offering support and feedback to a collection team in order to achieve qualitative and quantitative targets; - also coming up with ideas to improve the collection strategy, working procedures and flow; - development and implementation of new strategies; -colaborating with other departments to resolve daily customers situations -active role in the job interviews and hiring process; - supervise and evaluate the overall activity of the collectors; - provide feedback regarding the activity of the collectors as well as regarding the problems emerged; - inbound activity support; - dialler activity support; - create a positive environment within the team; - adjust the coordinating tools to each team member’s personality for raising his or her performance in order to reach or excel the set KPIs; - know and assess each team member’s skills in order to determine their strengths and development needs as well as to integrate them accordingly in the Department’s Development Plan.
-Implement the Collection Quality concept in the Retail Collection Dept. -Train and coordinate the new team which has to monitor and evaluate the collection calls quality to the debtors.
Coaching and offering support to Collection Temporary Team, evaluate their evolution and monitorize their collection activity
Responsibilities: - collect the debts for each account from the allocated portfolio; - administrate the allocated portfolio (monitoring the payment commitments); - identify and report the fraud cases; - provide feedback regarding the collection process in order to improve the work flow. -training and supervising new colleagues.