Team Leader Collections Call Centre Day Shift - Mr Price Money Durban

Job Description

This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.

Responsibilities

• Lead and Motivate: Manage and inspire a team of call centre agents to consistently achieve departmental targets.
• Customer Experience: Ensure exceptional customer interactions by leveraging training, performance management, succession planning, and quality assurance monitoring. Report on key metrics to drive continuous improvement.
• Team Support: Foster a positive team culture by resolving associate queries, handling disciplinary matters, and implementing culture-building initiatives.
• Escalation Management: Efficiently resolve escalated queries from customers and stores to ensure prompt and effective solutions.
• Operational E...