Leadership

Deliver SLA KPI as required.

Manage motivate a quality team of 15 outbound operator.

Manage the Collection process (0 - 4 Buckets)

Ensure operator are delivering individual outbound calls target, SLA KPI

Maximize Productivity

Monitoring calls, giving feedback, Preparing reports and report to management on areas of improvement.

Conducting team meetings, pre/post/mid shifts, BPS.

Create future prospects for company.

To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.

To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre.

Deliver the required volume of effective coaching.

Attrition, Shrinkage, roster management.