Contact Centre Collections Manager

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Company Description

Who are we?

• Debt Recovery Plus part of the Bristow & Sutor Group - employing over 500 people

• Specialists in the recovery of outstanding parking charges

• Based in great offices just off the M60 in Denton (Tameside)

• Modern organisation that delivers excellence to customers and clients

• Using technology and people to transform the resolution of outstanding debts

• Rapidly growing organisation offering opportunities to all our team

• Excellent staff retention and ongoing development

Roles & Responsibilities

• Responsible for the management of a team of collectors and all aspect of their performance, resolving issues as they arise.

• Lead, motivate and manage collectors both individually and as a team, to achieve set targets, objectives & timetables utilising documented 1-2-1's, coaching, sampling and feedback.

• Set, communicate, and monitor revenue targets daily / weekly / monthly for both individual collectors and the team.

• Performance manage any collector who has not met performance or revenue delivery through the contact centre performance management process.

• Monitor contact centre dashboard ensuring delivery of business objectives through SLA's and KPI's, ensuring calls are answered professionally and in line with company procedures, exceeding customer expectations.

• Work closely with dialler / campaign managers to ensure call demands are being met.

• Use all data available to understand and address key issues and trends such as call abandonment, calls waiting, call avoidance etc taking a robust approach with under-performers.

• Maintain collectors' attendance to ensure SLA's are not compromised, liaising with the companies HR department in line with company procedures.

• Provide recommendations for continuous improvement of the operational process and report these at regular meetings.

• Provide support in implementing processes agreed with the Social Responsibility and Customer Welfare Manager to meet business requirements.

• Assist with planning the long-term recruitment requirements of the Customer Services Department work force.

• Monitor internal service desk, liaising with IT and Ring Central to report and resolve faults / malfunctions / issues where necessary.

• Maintain an up-to-date knowledge of all relevant Group Policies, Client Guidelines, Statutes and Regulations in order to provide assistance to staff on more complex issues & ensure all round compliance.

• Liaising with other departments to ensure issues arising in relation to IT, HR, Payroll & Enforcement Agents are communicated and where necessary resolved.

• Work collectively with other managers to ensure smooth running of the contact centre in the absence of the contact centre manager.

• Assist with change projects within the department.

• Assistance with any other duties that are within the scope of the job purpose.

Other information

Basic Salary of £34,000 per annum

37.5 hours per week

Company Pension Scheme

Company Life Assurance Plan

Daily Refreshments on Offer

Modern Office Environment

On Site Car Parking

28 Days Annual Leave including Bank Holidays

The successful applicant would be required to undertake a DBS and CCJ check before an offer of employment is made.

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected and built upon, attracts and retains a workforce based on merit and ability and is reflective of the communities it is part of.

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