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Contact Centre Team Leader

Blackpool

£25000 plus Benefits

Permanent

Perch-Group37

KEY RESPONSIBILITIES

Perch Group, a specialist Debt Purchasing business based in Blackpool are looking to hire a team leader for their contact centre.

 

You will be responsible for:

 

  • Setting clear KPIs and targets
  • Providing regular and constructive feedback on each individual team member
  • Assisting, motivating, and developing team members by evaluating job performance and identifying training requirements
  • Oversight and allocation of work and collection campaigns to meet, daily, weekly and monthly targets
  • Ability to review and hold an open discussion centred around the successes and challenges based on the teams weekly performance
  • To be an ambassador by promoting our values within the team and Company
  • Provide detailed reports as and when required to the Operations Manager/Head of Operations (ACI)
  • To be the SME for all systems and processes within the team
  • Identify key trends within the team and make recommendations to support continuous improvements
  • Build strong and effective relationships within the team and other departments across the group
  • Monitoring and managing sickness and absence
  • Take ownership for personal development
  • Monitors adherence and makes recommendations for improvement as appropriate (on P&P’s, SOPS and TCF)

KEY REQUIREMENTS

The successful candidate will need to have:-

 

  • Financial Services experience (desirable)
  • Working within a regulated environment (desirable)
  • Litigation/collections experience (desirable)
  • Previous Team Leader experience (essential)
  • FCA experience (desirable)