Requirements:
- Having experience as Desk Collection Team Leader or Supervisor at least for 1 years
- Good knowledge in Collection
- Good leadership, be able to build and lead a team
- Able to read collection reports
- Good understanding in control, monitoring and coaching
- Able to speak English
- Able to work under pressure and target
- Ability to propose improvements to the existing operational workflow
- Proficiency in utilizing systems to understand required functionalities and propose enhancements or new features
- Strong grasp of key performance indicators (KPIs) relevant to call center and business operations, and the ability to leverage them for team performance improvement
- A commitment to maximizing efficiency by proposing improvements leveraging IT solutions
Responsibilities:
- Review performance per Desk Collection
- Review result from QC Desk
- Finalize performance collection overall base on (break down per desk)
- Compiling report performance collection
- Prepare incentive calculation based on performance and scheme
- Prepare overtime propose for desk collection and admin support
- Coaching low performance desk collection team member
- Propose and discuss operational improvements with Management
- Create and standardize report formats