Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well- rounded team competency. Demonstrate leadership skills with experience managing teams of 13-18 members.
Maintain daily shrinkage at less than 5%.
Monitor calls and ensure compliance and quality performance. Expectation is to do 3 call monitoring per day, strategically across BQ and other team members.
Weekly performance review with team.
15 second talk-offs for the day; i.e. assisting team members by taking over calls where they are unable to resolve the account
Ensuring that at least 40% of his team earns incentive.
Ensure full compliance with all company, departmental, legal, and regulatory requirements. Understand and execute policies, processes and procedures of the organization.
Strong Focus on collector upskilling and programs goals.
Good interpersonal skills and ability to retain and sustain tenure thru strong connect with team members.
Ability to set targets as per the process requirements and business goals.
Identifying opportunities/training needs and defining training/coaching plan for team members.
Knowledge of KRA's, performance metrics and reports.
