This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.
Lead and Motivate: Manage and inspire a team of call centre agents to consistently achieve departmental targets. Customer Experience: Ensure exceptional customer interactions by leveraging training, performance management, succession planning, and quality assurance monitoring. Report on key metrics to drive continuous improvement. Team Support: Foster a positive team culture by resolving associate queries, handling disciplinary matters, and implementing culture-building initiatives. Escalation Management: Efficiently resolve escalated queries from customers and stores to ensure prompt and effective solutions. Operational Excellence: Drive collections effectiveness through strategic execution, agent coaching, ongoing training, and performance monitoring. Compliance:<...