Collection Agents Team Leader

Job Description

Our client is looking for a results-driven Collection Agents Team Leader to oversee daily operations, drive recovery performance, and coach agents to meet targets while ensuring compliance and high-quality customer engagement

Key Responsibilities

• Supervise daily activities of collection agents to ensure targets are met (e.g., promises-to-pay, recovery rates, connectivity).
• Monitor team performance through reports, dashboards, and call reviews.
• Conduct daily briefings and end-of-day reviews to track progress and address challenges.
• Develop action plans for underperforming agents.
• Conduct regular one-on-one coaching sessions to improve agents’ collection skills, communication, and compliance.
• Identify training needs and coordinate refresher sessions.
• Provide ongoing feedback and support to enhance team productivity and morale.
• Ensure all collection activities comply with company policies, regulatory guidelines, and ethical standards.
• Monitor call quality and ensure adherence to scripts and professionalism.
• Handle escalated customer issues and resolve disputes effectively.
• Assist agents in extracting Excel files and sending out messages before 7:00 a.m. every day.
• Follow up with collection agents during home visits to ensure improved performance.
• Other duties as may arise from time to time and as may be assigned to the employee.

Qualifications

• Bachelor’s degree or diploma in business, finance, economics, or related field.
• 2–4 years’ experience in collections or call centers, leadership preferred.Strong leadership, team management, and ability to drive performance results.
• Excellent communication, negotiation, interpersonal, and customer handling skills.
• Proficient in Excel, data analysis, reporting, and CRM systems..
• Strong analytical skills, integrity, compliance knowledge, and multitasking ability.

How to Apply

Qualified candidates are to send their application to: recruitment@alinefacilitymanagement.co.ke