Assistant Manager

Key Responsibilities:

• Assist the Collections Manager in leading, coaching, and developing a team of collections agents/supervisors.
• Monitor individual and team performance metrics (e.g., collection rates, call quality, productivity, COC adherence).
• Motivate and engage the team to foster a high-performance culture and achieve collection targets.
• Assist in staffing, scheduling, and managing agent shifts to ensure optimal coverage and service levels.
• Analyze collection reports, data, and trends to identify areas for improvement and propose strategic adjustments.
• Identify process inefficiencies and recommend solutions to streamline operations and enhance productivity.
• Mediate and resolve difficult customer complaints and disputes related to payments.
• Prepare and present regular reports on collections activities, performance, and outstanding debts to management.

Skills:

• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent verbal and written communication skills, with the ability to articulate clearly and professionally.
• Exceptional negotiation, persuasion, and conflict resolution skills.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency in Microsoft Excel.