Collection Team LeaderUrgent job

A. KEY RESPONSIBILITIES:
Reporting to the Head of Contact Center – the capable candidate is responsible for all collection activities at all operation. Other key responsibilities include:

1. Operation management Collection department:
- Monitoring and managing working time, number of contracts and calling time of indirect debt collectors, ensuring compliance with the set regulations, procedures and targets;
- Check the cases of payment that has not been inputted, make wrong payment... proposed by indirect debt collectors to ensure the compliance, accuracy and truthfulness of the proposal before sending a handling request;
- Dealing with complaints about the department’s debt collection;
- Tracking, monitoring and controlling the staff behaviors;
- Coordinate with related departments to solve the problems arising;
- Synthesising and recording the work performance report;
- Supporting for staff re-training to improve the work performance;
- Participation in policy-making and strategic planning for Collection department;
- Other duties assigned by manager or COO;

2. Employee management:
- Manage from 20 to 30 member
- Arrange and assign work in groups, ensuring appropriate workloads;
- Arrange working hours, shift schedules, and leave for employees in accordance with the company’s rules and procedures;
- Professional staff support, work with employees to handle difficult customer cases;
- Check the results of group performance;
- Monitor and evaluate staff performance for the overall goals and provide appropriate support and adjustments to achieve KPIs;
- Implementation, management of support and administrative work;
- Regularly monitor and remind employees in the group to ensure that the team is always aware and compliance with the Company’s regulations.

3. Planning and reporting:
- Planning monthly, quarterly and annual sales and proposing directions and solutions to Head of Contact Center and COO
- Monitoring and analyzing business efficiency parameters, proposing systematic and amp; professional solutions to improve business efficiency;

4. Recruitment and training:
- Coordinate with human resources to recruit and train employees