... of FLAs * Carry out HR and performance
management processes * Achieve monthly performance metrics * Assist the collections manager in delivering effective cost control * Drive performance through setting of stretch goals and objectives * Analyse trends in individual/team and department performance and action same * Display an appropriate understanding of the performance trends within the portfolio (using colossus and Roll rate data) and demonstrate how this relates to the performance of your team * Display Commitment to driving TCF in our business in accordance with Financial services authority guidelines and ensure these principles are embedded throughout our culture and processes. * Identify opportunities for process improvement * Ensure legal and regulatory requirements are adhered to Signature: Qualifications Relevant Call Centre experience Experience of team or project leadership PC skills: Excel, PowerPoint, Access Presentation and Report Writing Effective communication and negotiation skills Desired Understanding of IVR Understanding of ACDs ...
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