Debt Collection Team Lead at Reeds Africa Consult

Our client in a debt collection company in Nairobi is seeking to hire Team Lead- Debt Collection

Job Purpose;

To provide leadership to all the agents by ensuring that agents are assigned specific work and provided with conducive environment for operation. The position holder should be reporting daily to the management frequently on progress.

Main Tasks and Responsibilities

• Create Staff Schedules/ Rota as necessary and communicate with the employees
• Based on the schedules manage agent leave and or off time
• Preparing daily activity and performance reports for the team and reporting to the management
• Managing flow of work including preparing work plans, managing drop calls, file pools and messages
• Manage team resources to ensure the team is efficient e.g. airtime management
• Conducting monthly performance reviews for the team members
• Identify gaps and conduct regular team member training
• Providing recommendation to management on optimal headcount and contact reviews
• Develop strategies to promote team member adherence to company regulations and performance goals
• Conduct team meetings to update members on best practices and continuing expectations
• Ensures company compliance with the required industry standards

Skills and Qualifications

• Minimum bachelor’s degree from a recognized university
• 3+ years of experience in Call centre with minimum of 2 years’ experience as a Team Lead.
• Past work experience in call center or customer care added advantage
• The ability to work under pressure
• Effective communication and negotiation skills.
• Ability to coach and train staff members continuously
• Excellent Organizational and leadership skills

 All applications should be done on or before close of business 6th February 2022 on link below