Collections & Retentions Team Lead

Company description:

Digicel Group Limited

Job description:

Summary/Objectives

The Team Leader is responsible for all customer retention activities while ensuring the highest level of customer experience for Digicel customers.  He/she will lead a team of Collections & Retention agents to ensure targets of quality and productivity are consistently achieved through coaching, monitoring and supporting their team in handling face-to-face interactions for Digicel +.

Main Duties and Responsibilities:

• Lead a team and manage by objectives.
• Takes initiatives in customer satisfaction via process improvement plans and effectively reporting and flow of information.
• Ensuring great customer experience is clearly defined and communicated to agents in line with company collections and retention objectives
• Ensuring all collections and retention targets are consistently met by their team
• Ensuring agents accurately assess the contact type and contact outcome to consistently improve business processes
• Perform the duties of a Collections & Retention Agent, as is necessary, to achieve KPIs and accomplish customer satisfaction
• Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
• Distribute weekly collections campaign to aid in retrieval of the company’s debt.
• Monitor customer accounts to assess the condition of outstanding receivables to prioritize work according to objectives
• Respond to customer inquiries on billing discrepancies or payment disputes 
• Prepare reports in relations to agents productivity
• Develop and execute strategies to reduce churn and drive customer success
• Responsible and accountable for the coordinated management of multiple projects directed toward collection and retention objectives.
• Lead alignment with cross-functional teams in support of Customer Care.
• Providing clear guidance on priorities of the business and how agents influence these
• Providing a motivating work environment where agents feel well supported
• To ensure that proper activities are planned and executed in order to develop the team, personally and professional
• Evaluation of contacts handled by agents against agreed quality criteria
• Using interaction quality output to define coaching and training requirements
• On the job training and coaching – soft skills and technical/systems knowledge
• Agent performance planning and review

Academic qualifications:

• Bachelor’s Degree in related field and/or equivalent combination of education and experience required.
• Minimum 2 years’ experience in a customer service environment
• Minimum 1 year supervisory experience (unless being promoted from within the dept.)
• Certification or proficiency in Microsoft Office Suite would be an asset

Functional Skills:

• Excellent motivational, interpersonal and communication skills
• Planning, Organizational and People Management Skills
• Ability to effectively perform in a dynamic, fast-paced  and high-pressure environment
• Attention to detail
• Organisational awareness
• Problem solving and decision making skills
• Teamwork
• Time management
• Proficiency in Microsoft Excel, Word and PowerPoint
• Developed written communication
• Systems knowledge
• Product and process knowledge