Team Lead (Call Center) at Mwanga

Job Details

• Manage recovery of overdue payments from customers by supervising agents reaching out and acting as the liaison between creditors and customers.
• Monitor and ensure team members respond to and resolve escalated or complex issues
• Ensure 100% client retention on every project assigned.
• Timely update of all relevant reports weekly and sharing weekly analysis reports with line manager, clearly showing trends per project and defining the strategy for the new week.
• Assist in organizing training for agents with skill gaps.
• Oversee team-members performance and ensure that they achieve weekly recovery and QA targets.
• Work effectively with the QA and Growth team to ensure that business goals are achieved on each project.
• Motivate agents to hit and surpass their required recovery targets and Quality assurance target score daily, weekly and monthly.
• Supervise agents and monitor the way in which they handle phone calls and every other form of communication to ensure that the entire process is in compliance with best practices, customers request and above all yields the required results to the client and company as a whole.
• Drive initiatives that increase revenue and reduce costs.
• Carrying out any other task as assigned by the operations manager.