Collection Agents Team Leader

Key Responsibilities

⚫ Supervise daily activities of collection agents to ensure targets are met (e.g., promises-to-pay, recovery rates, connectivity).

⚫ Monitor team performance through reports, dashboards, and call reviews.

⚫ Conduct daily briefings and end-of-day reviews to track progress and address challenges.

⚫ Develop action plans for underperforming agents.

⚫ Conduct regular one-on-one coaching sessions to improve agents’ collection skills, communication, and compliance.

⚫ Identify training needs and coordinate refresher sessions.

⚫ Provide ongoing feedback and support to enhance team productivity and morale.

⚫ Ensure all collection activities comply with company policies, regulatory guidelines, and ethical standards.

⚫ Monitor call quality and ensure adherence to scripts and professionalism.

⚫ Handle escalated customer issues and resolve disputes effectively.

⚫ Assist agents in extracting Excel files and sending out messages before 7:00 a.m. every day.

⚫ Follow up with collection agents during home visits to ensure improved performance. ⚫ Other duties as may arise from time to time and as may be assigned to the employee. 

Qualifications.

⚫ Bachelor’s degree or diploma in business, finance, economics, or related field.

⚫ 2–4 years’ experience in collections or call centers, leadership preferred.Strong leadership, team management, and ability to drive performance results.

⚫ Excellent communication, negotiation, interpersonal, and customer handling skills.

⚫ Proficient in Excel, data analysis, reporting, and CRM systems..

⚫ Strong analytical skills, integrity, compliance knowledge, and multitasking ability.

Qualified candidates are to send their application to:

recruitment@alinefacilitymanagement.co.ke