BPO Team Leader Retention and Collections | START ASAP | Uncapped Commission

Why you'll love working with the client:

• Certified Great Place to Work in Australia
• Attractive base salary, plus uncapped commission
• Hit your team's monthly target and you can earn as much as 10k* in commissions. The better your team performs, the higher the commission.
• Mobile allowance
• Opportunity to earn a trip overseas with the hi-achievers club
• Join a day shift account
• Weekends off
• Learning and Development programs to accelerate career growth
• Monthly activities, R&R programs, and team-building activities

REQUIRED COMPETENCIES

• Has experience in the field of collections and retention
• Professional experience as a Team Leader in a call center environment.
• Experience in driving customer satisfaction, customer retention techniques, dispute resolution and collections strategies
• Business Ethics / Modelling hipages Core Values
• Building and Sustaining a Highly Motivated Team
• Planning, Organizing, and Executing
• Problem Solving / Decision Making
• Effective Communication

CORE RESPONSIBILITIES

Inspiring and Motivating People

• Support individuals in a non-judgemental way.
• Encourage Collaboration by ensuring members are encouraged and empowered to ask questions, express their opinions and views.
• Develop and maintain professional, open, and honest working relationships with hipages members.
• Act as a role model of good practice to all team members
• Positively and professionally represent and promote hipages and the service provided at all times.
• Work at all times in a positive and cooperative manner.
• Recognize, celebrate and reward team members achievements
• Provide leadership to the team acting as a positive role model at all times.
• Implement rewards and recognition programs suited for the sales campaign.

Developing Talents

• Conducts goal-setting with the whole team.
• Ask about personal and professional goals regularly.
• Create a customizable skill development framework.
• Teach and improve product/process knowledge and soft skills in alignment with program strategy and in a way that compliments the attainment of various goals.

Operating the Business

• Work in line with hipages mission vision values and DNA.
• Align employees and management with core values and goals. Values and goals need to be well communicated to team members.
• Maintain confidentiality at all times.
• Ensure that Managers and counterparts are kept fully informed of day-to-day developments within the team.
• Oversee and effectively communicate with the team updates, news rollouts, and any communications in a means by which the individual can understand the information being conveyed and maintain accurate and factual records at all times.
• Enforce schedule compliance and staffing
• Checks agent's timesheet, plotted schedule, and fillings in a timely manner and prevents payroll disputes; identifies discrepancies, reports correction to HR/Finance/WF department, and monitors the status of correction to ensure that it has been effected.
• Attend internal and/or client meetings, calibration sessions, etc., and participate as necessary during the discussion.

Managing Performance

• Give regular, thoughtful, honest, and constructive feedback to each individual team member
• Supervising and monitoring agents to ensure their performance is of a high standard.
• Analyzes performance data and establishes action plans to improve performance
• Hosts development planning and goal-setting discussions with agents and team leaders – LOB Scorecards and KPIs
• Identify performance gaps through reports or transaction monitoring and formulate effective and strategic performance improvement plans for development.
• Ensure agent transactions are aligned both with Quality Assurance objectives and targets, and client's expectations.
• Why Join the A-Team

Come for a career, stay for the fun!

• HMO with two free dependents on day 1
• Enjoy 14 month pay after 5 years of continuous service
• Sick Leave credits are convertible to cash
• Paid Birthday Leave
• Competitive Employee Referral Program (ERP)
• Enjoy Acquire's epic kickoff party with celebrity performances and amazing prizes, plus client-initiated events filled with fun games and exciting awards await