Tele Collection - Chief Manager

Job Description

A Tele Collection Chief Manager is responsible for overseeing and managing a team of tele collection officers/Team Leaders to ensure effective debt recovery and adherence to company policies and regulatory guidelines. They provide leadership, guidance, and support to their team while implementing strategies to optimize collection efforts and achieve performance targets. Key Responsibilities: 1. Team Leadership: Provide leadership and direction to a team of tele collection agents, including recruitment, training, coaching, performance evaluation, and career development. 2. Strategy Development: Develop and implement collection strategies, policies, and procedures to maximize debt recovery while maintaining compliance with relevant laws and regulations. 3. Performance Management: Monitor team performance metrics, including collection rates, call quality, and compliance measures, and take corrective actions as needed to ensure targets are met or exceeded. 4. Training and Development: Conduct regular training sessions and provide ongoing coaching and feedback to agents to enhance their collection skills, negotiation techniques, and customer service abilities. 5. Resource Allocation: Allocate resources effectively to prioritize high-value accounts and optimize collection efforts, considering account aging, payment history, and other relevant factors. 6. Quality Assurance: Implement quality assurance processes to ensure that collection activities are conducted ethically, professionally, and in compliance with company policies and regulatory requirements. 7. Reporting and Analysis: Generate reports on team performance, collection trends, and key metrics to track progress, identify areas for improvement, and make data-driven decisions to optimize collection strategies. 8. Customer Relationship Management: Foster positive relationships with customers by resolving escalated issues, addressing complaints, and ensuring that collection activities are conducted with integrity and respect. 9. Stakeholder Communication: Communicate regularly with senior management, stakeholders, and other departments to provide updates on collection activities, discuss challenges, and collaborate on solutions to improve overall performance. Essential Qualifications and Skills:- Proven experience in debt collection management or a related field, with a track record of achieving collection targets and leading high-performing teams. Strong leadership and people management skills, with the ability to motivate, inspire, and develop team members to achieve their full potential. Excellent communication, negotiation, and problem-solving abilities, with a customer-focused approach to debt recovery. In-depth knowledge of debt collection laws, regulations, and best practices, including DRA and other compliance requirements. Analytical mind-set with the ability to interpret data, identifies trends and makes strategic recommendations for process improvements. Proficiency in using collection software/systems, Microsoft Office applications, and other relevant tools. Additional certifications in debt collection or management are a plus. Show more Show less