Your new company
A leading independent provider of trusted data and analytics products and services in Australia and New Zealand. This organisation is headquartered in Melbourne with offices in all major metropolitan cities across Australia and New Zealand. Working with leading brands in their region to bring data & analytics to life.

Your new role
This role is responsible for the leadership and collection results of a team or teams of Collections Officers, working in a blended dialler environment. We have a special project on at the moment which means your first 6 months will be on-site, then it's back to hybrid working after that!

What you'll need to succeed
To effectively lead your new team you will need to have experience in real time Team Member monitoring and management, be able to coordinate and run training sessions, manage staffing levels to meet call volume and key performance indicators, and most importantly coach and develop high performance debt collection Team Members to meet business revenue targets.

Duties

• Team Development including conducting one on one meeting with each Client Services Advisor and team meetings
• Motivate and coach staff to deliver exceptional performance
• Lead the Learning & Development processes for all direct reports
• Coach the team in best practices for qualifying prospective sales leads
• Achievement of designated service level and abandon rate goals at a weekly, daily, and intraday level across each team
• Ensure timely problem resolution of disputes and other Collection related queries

Skills & Experience

• Ability to lead and motivate staff
• Strong interpersonal and relationship building skills
• Customer service focus, high level of work performance, standards and ethical values
• A desire to contribute to the long-term strategy of service quality
• Knowledge of Microsoft Office products

What you'll get in return

• Feel good in the workplace - Australia and NZ wide wellness program to foster positive health & wellbeing for all employees
• Just for the Health of it - Wellbeing Program - corporate massages and flu vaccinations included
• Leadership Development Programs - build your skillset and become a future leader

What you need to do now
If you are interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, via our secure portal or contact Katherine Montoya at katherine.montoya@hays.com.au to discuss more in detail.

LHS 297508 #2683104