The Team Lead at our Collections Agency will be instrumental in managing and guiding a team of agents. This role demands a proactive and experienced individual capable of conducting monthly one-on-one monitoring sessions with agents, providing coaching, handling escalated debtor calls, and assisting in the reallocation of accounts within agent portfolios. The Team Lead will ensure that the team operates efficiently and adheres to agency standards and industry regulations.

MAIN RESPONSIBILITIES

To perform this job successfully, the incumbent must be technically competent with a proven track record of effectively supervising a team. In this regard, the job incumbent must be capable of performing and/or supervising the execution of the following duties –

Agent Coaching and Support:

• Conduct monthly one-on-one sessions with agents to assess performance, set objectives, and offer constructive feedback.
• Identify and address individual training needs, facilitating skill development and performance improvement.
• Offer hands-on coaching and guidance to agents, enhancing their ability to manage challenging interactions and negotiations.

 Handling Escalated Calls:

• Act as a point of contact for escalated debtor calls, demonstrating expertise in conflict resolution and negotiation.
• Provide support and guidance to agents during complex or sensitive debtor interactions.
• Ensure all escalated calls are handled with professionalism, adhering to legal and ethical collection practices.

Account and Portfolio Management:

• Assist in the reallocation and management of debtor accounts across agent portfolios.
• Monitor account distribution to ensure equitable workload distribution and optimal team efficiency.
• Work closely with the Operations Manager to strategize and implement effective account management approaches.

 Performance Reporting and Team Management:

• Prepare comprehensive reports on team performance, highlighting key metrics and trends.
• Manage team scheduling, ensuring adequate coverage and high productivity.
• Foster a positive and collaborative team environment, encouraging open communication and shared success.

 Stakeholder Communication:

• Serve as a key liaison between the collections team and the Operations Manager.
• Communicate effectively with management, providing updates on team performance, challenges, and successes.
• Implement and reinforce strategic directives from management, aligning the team with organizational objectives.