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Full-time Email Us Collections Team Manager (australia / New Zealand Account)

at Aspiree,inc in Metro Manila
Published at Jun 08, 2021

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You will be responsible for:
• Directly manage a group of representatives within the Manila operation.
• Drive a high performance Collections team by managing the activities of the collections team, monitoring the portfolio allocation for action, and applying resourcing where required
• Document and monitor process adherence and control management
• Prepare daily, weekly and monthly reports for distribution to management
• Ensure all Collections activities comply with company policies and procedures and legal requirements.
• Provide coaching and mentoring to Collections Officers and provide feedback to team members in regular 1:1 meetings and reviews.
• Provide escalation help for representatives including taking manager calls from customers
• Case manage high value and sensitive accounts
• Act as a point of contact for the office and escalating issues to higher management, building representatives, IT or external suppliers as appropriate.
• Monitor employee attendance including receiving employee contact regarding non or late attendance
• Provide daily direction and communication to employees so that workload is actioned in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Conduct call monitoring assessments for inclusion in scorecards and feedback to individuals on a monthly basis.
• Conduct quarterly performance reviews with direct reports.
• Provide statistical and performance feedback and coaching on a regular basis to each team member.
• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
• Ensure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.
• Address disciplinary and/or performance problems according to company policy.
• Assist the senior management team with the daily operation of the call center to include the development, analysis and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or ongoing projects that are important to area/process improvement.
• Use appropriate judgment in upward communication regarding department, system or employee concerns.
• Performs other duties as assigned
Role requirements
• At least 2 years of Team Manager experience managing Australia or New Zealand financial account.
• A minimum of 2 years debt recovery experience
• Strong verbal and written English - our customers are based in Australia and New Zealand so you’ll want to be able to hold detailed conversations over the phone and on email
• Negotiation and problem solving skills - we’ll need you to be able to work with customers to find the best solution
• Target driven and motivation to over achieve
• Flexibility - we value a work life balance but on occasion may need you to work with us on shift changes and overtime. Don’t worry though as overtime is paid at a premium rate and we do our best to accommodate your schedule.

Work location: Makati

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Published at Jun 08, 2021
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