Requirements:
- Having experience as Desk Collection Team Leader or Supervisor or Manager at least for 2 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 and design improvements to the existing operational workflow.
- Proficiency in utilizing systems to understand required functionalities and propose, design 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 or team leader
- 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, team leader and admin support
- Coaching low performance desk collection team member
- Data-driven operations management
- Propose, design and discuss operational improvements with Management.
- Create and standardize report formats.
- Performance appraisal for Desk Collection Agents and Team Leaders