Collections Manager
804102926

£34,000 Per Annum

Full Time

Permanent

Manchester, Greater Manchester

Customer Service And Call Centre

Posted 3 hours ago

Expires In 29 Days

Job Description

We have a brilliant opportunity for an experienced Collections Manager to join our very well established client on site in Manchester. You will be responsible for the management of a team of collectors and all aspects of their performance, resolving issues as they arise.

This role is fully onsite however, once established, opportunity to move to a Hybrid model will be considered. Salary on offer is £34,000 + company benefits

Duties
  • Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1’s, coaching, sampling and feedback.
  • Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.
  • Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.
  • Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.
  • Work closely with dialler / campaign managers to ensure call demands are being met.
  • Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.
  • Assist with planning the long-term recruitment requirements of the Customer Services Department work force.
  • Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.

Experience
  • Experience managing a team in collections is essential
  • Excellent coaching and support skills
  • Strong communication skills, written & oral
  • Used to setting KPI's & SLA's for your team
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Cactus Search

Leigh OConnell

leigh.oconnell@cactussearch.co.uk

01905330785

Division 804

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Cactus House

30 Foregate Street

Worcester

Worcestershire

WR1 1DS

01905 330790

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