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Call Centre Team Leader

3 months ago

Glasgow, Glasgow City, United Kingdom ACT Credit Management Ltd Full time

ACT Credit Management Ltd are a fast growing collections agency based in Glasgow City Centre and we are looking to add a fully office-based Team Manager to our team.


This is an exciting opportunity to join our company at a time of growth and your role will have a significant impact in shaping the future of the team.


Starting salary of £29,000 with bonus opportunities available.

37.

5 hour per week -shifts are between the following hours:

  • Monday to Friday : 8:00am 8pm
  • Saturday : 10:00am 4pm
e.g.

09:00am to 17:30pm or 11:30am - 8pm

The majority of shifts will be daytime, with no weekend work for at least a few months

The Role
Manage and develop the Customer Engagement Team to ensure a high quality and efficient operation.

Help to oversee the performance of agents using MI to monitor and enhance service levels and KPIs.

Provide training and coaching to staff, conducting monthly 1-2-1 performance reviews.

Take ownership of complex accounts, providing first point resolution.

Conduct Quality Assurance to evaluate telephone calls and written communications in accordance with required standards.

Required Knowledge and Experience
Experience working as a Team Leader within a collections or call centre environment is desirable.

Knowledge of collections industry, including FCA, CSA, and TCF guidelines would be advantageous.

A good level of education such as National 5's, GCSE's, SVQ's etc.

Core Competencies
You will be able to motivate and lead a team of experienced collectors.

You will have exceptional communication skills and the ability to deal with employees, clients and customers professionally.

You will be able to train staff through effective coaching methods.

You will have a flexible approach with the capability to adapt to change and cope under pressure.

You will be able to deal with sensitive circumstances.

You will be able to prioritise your workload, be organised and efficient.

You will be able to integrate within a team and able to work on your own initiative.


Due to the nature of our business, we will require a clear criminal and financial background checks and provide and full and satisfactory references.


Benefits:

  • Holidays increasing with length of service
  • Life assurance
  • Employee Assistance Scheme
  • Pension
  • Bonuses

Job Types:
Full-time, Permanent

Salary:
£29, realistic bonus of £3,500 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Health & wellbeing programme
  • Sick pay

Supplemental pay types:

  • Performance bonus

Experience:

  • Team Leader/Manager
  • Debt Collection/Call Centre

Work Location:
In person

Expected start date: 21/08/2023

Job Types:
Full-time, Permanent

Salary:
Up to £29,000.00 per year

Benefits:

  • Additional leave
  • Casual dress
  • Company events
  • Company pension
  • Health & wellbeing programme
  • Sick pay

Supplemental pay types:

  • Bonus scheme
  • Performance bonus

Experience:

  • Team Leader / Manager: 1 year (preferred)
- debt collection: 1 year (preferred)

Work Location:
In person

Expected start date: 21/08/2023