Collections Team Lead

hace 7 días


San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo
About Bill Gosling Outsourcing

We strive to create a fun, diverse, and engaging workplace, which promotes both personal and professional growth.

Job Description

The Team Leader, Collections role is responsible for leading and motivating a team to optimum performance levels to achieve targets contributing to the company's objectives. This involves providing clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives.

Key Responsibilities
  • Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including corrective action through disciplinary processes as required.
  • Involvement and collaboration on new strategies and/or process improvements to better the team's performance.
  • Daily, weekly and monthly reports provided at both internal and external client levels.
  • Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking/progression throughout each month.
  • Assist team members to ensure service level agreements are adhered to and performance metrics met, including taking escalated Supervisor calls, evaluating call recordings and QA call review if applicable based on client requirements.
  • Creating and/or facilitating team huddles, presentations and team contests to engage our team and/or clients.
  • Ensure all employees are in line with Regulatory Compliance, Quality and CBT requirements.
  • Assist and participate in the recruiting, training and onboarding of employees when required.
  • Champion company core values and other company programs to engage and motivate our employees.
Requirements

To be successful in this role, you will need:

  • Previous experience in an Agent and/or Customer Service role.
  • Previous experience in a leadership or managerial experience would be an asset.
  • Certificates/Licenses: Must be able to be licensed with the appropriate collection/trace licenses for all applicable jurisdictions if required.
What We Offer

We offer a competitive salary for your work experience, Life Insurance and Health Benefits available, Ongoing training / personal development, Amazing work culture where you can learn and grow, and much more



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