Team Leader at Technobrain

With operations in Africa, USA, UK,India and UAE, Techno Brain is the first indigenous African company to be assessed at CMMI Level-5, achieving highest quality standards for software development. Currently operating in 21+ countries, creating 1200 high tech jobs in the continent, Techno Brain has achieved leadership positions in areas such as Public Financial Management, Digital Identity Management, Tax & Customs, IT Training, Business Process Outsourcing, host of e-Government solutions and Digital products.

 

Team Leader

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience2 - 3 years
  • LocationNairobi
  • Job FieldSales / Marketing / Retail / Business Development 

Position Overview

  • We are seeking a dynamic and experienced Collection Campaign Supervisor tlead and manage our collection campaign in the call center. The Collection Campaign Supervisor will be responsible for overseeing a team of Collection Specialists, ensuring the successful execution of collection strategies, and achieving campaign goals. The ideal candidate should possess strong leadership skills, a deep understanding of collections processes, and the ability tmotivate and develop team members. The Collection Campaign Supervisor will play a pivotal role in driving performance, optimizing collection efforts, and contributing tthe overall success of our organization.

Requirements

Role and Responsibilities

  • Lead, mentor, and coach a team of Collection Specialists, providing guidance, support, and performance feedback toptimize individual and team performance.
  • Develop and implement collection strategies, campaigns, and initiatives tmaximize collections and recovery efforts while maintaining compliance with regulatory requirements and company policies.
  • Set clear performance goals, targets, and key performance indicators (KPIs) for the team and monitor and evaluate individual and team performance against these goals.
  • Conduct regular performance evaluations, one-on-one meetings, and team meetings tprovide feedback, address performance gaps, and identify opportunities for improvement.
  • Monitor collection activities and progress, analyzing performance metrics, trends, and results tidentify areas of improvement and implement corrective actions as needed.
  • Collaborate with other departments, such as operations, training, and quality assurance, tensure alignment and consistency in collection strategies, processes, and customer experience.
  • Stay updated on industry trends, best practices, and regulatory changes related tcollections, and provide guidance and training tthe team tensure compliance and continuous improvement.
  • Handle escalated customer issues, complaints, and complex accounts, resolving them in a timely and satisfactory manner while maintaining customer relationships.
  • Generate reports and provide regular updates tmanagement on campaign performance, including collection rates, recovery rates, productivity, and team achievements.
  • Foster a positive and collaborative team environment, promoting teamwork, open communication, and a culture of continuous learning and development.

Benefits

Qualifications & Requirements

  • Proven experience in collections or debt recovery, with at least 2-3 years in a supervisory or team lead role within a contact center environment.
  • In-depth knowledge of collections strategies, methodologies, and best practices.
  • Strong leadership and people management skills, with the ability tmotivate, coach, and develop a team towards achieving performance goals.
  • Excellent communication and interpersonal skills, with the ability teffectively interact with team members, stakeholders, and customers at all levels.
  • Analytical mindset with the ability tinterpret data, metrics, and trends tdrive informed decisions and implement performance improvements.
  • Proficiency in using collection software, customer relationship management (CRM) systems, and reporting tools. 
  • Strong problem-solving and decision-making abilities, with a focus on finding practical solutions and implementing effective strategies.
  • Demonstrated ability twork under pressure, meet deadlines, and adapt tchanging priorities in a fast-paced, dynamic environment.
  • Knowledge of relevant legal and regulatory requirements, such as Fair Debt Collection Practices Act (FDCPA) and industry compliance guidelines.
  • Flexibility twork in various shifts, including evenings, weekends, and holidays, as required by the contact center’s operational hours.

Check how your CV aligns with this job

Method of Application

Interested and qualified? Go to Technobrain on technobraingroup.zohorecruit.in to apply

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