Summary Responsible in managing performance of X Days & Past Due But Not Impaired segment. This includes monitoring the collections/unit/departments performance and productivity on daily basis & close monitoring relevant activities in relation to these segments. Team Leader is also responsible in overall Collections Call Centre operation; relevant projects and ensure collections system is performing at required level.
Duties and Responsibilities To improve collection effectiveness, collector's productivity, and management control by constantly reviewing, developing, and providing support for unit/department.Perform timely reviews on Supervisory Review (SUP) and ensure information is updated judiciously in Volare.Ensure collection actions i.e calls, SMS are as per approved Collection Strategy and discrepancies are highlighted to Supervision Team and Unit Manager.To inducts, trains, monitors, motivates and guides collection staff (permanent/in-source) to ensure their performance is optimized and all productivity standards are at an acceptable level.Practice and always display exemplary service excellence.Handle customers complaints escalated by staff or Collection Fulfillment Unit or Inbound Team and resolve in timely mannerPrepare Collection Officer monthly incentive payout.To perform call review in ensuring calls made by Collection Officer adhere to calls guidelinesMonitor monthly leave plan and daily capacity to ensure queue volume is well managed.Review Collection Officer daily, hourly, and month-to-date productivity reports to ensure SP's / targets are met. If SOPs are not met, to ensure due coaching and relevant action is taken to manage non-performance.To conduct performance feedback session to non-performer on monthly basis.Conduct relevant briefing with Collection Officer. i.e Collection process / daily performance, compliance (PDPA)To ensure submission of all reports required within the timeline provided.To prepare and evaluate Collection Call Centre performance and escalate to the Head of Department.Liaise with other unit(s) to ensure Collection's activities can be carried out effectively and efficiently.Provide feedback to Unit Manager/management on unit performance and formulate action plans to improve rates.To involve any special task/project given by Supervision Team & Unit Manager.Escalate suspicious activities or volatile spending patterns on customers account to Risk Controller/Supervision Team/Unit Manager for investigation.