Team Leader

7 days ago

Melbourne City Centre, Australia Probe CX Full time

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Working on behalf of a well-known transport and Logistics brand which builds unique, innovative, and tailored transport and logistics solutions across an unrivaled and expansive network throughout Australia and New Zealand

We have an opportunity for an experienced collections Team Leader to join and lead the centre to success.

The B2B Collections team will be responsible for communicating directly with business clients to help with any queries and resolve outstanding balances owed. Success for us is all about working together with our customers to find the best solution.

Key Details:
- Full Time | Fixed term contract to June 2026- Melbourne location- Rotating roster Monday to Friday 8:00am to 8:00pm.-
Key Tasks and Responsibilities:
- Deliver coaching and mentoring to your agents specifically relating to customer, stakeholder and portfolio management- Team performance management and engagement- Act as a point of escalation for resolution of complex credit disputes- Manage stakeholder expectations- Drive process improvements- Achievement of contractual KPIs / daily, weekly, monthly targets- Effective management of activities for Inbound and Outbound calls to meet service levels- Weekly and Monthly Reporting- Maintain product and industry knowledge at a high level

Key Skills and Attributes Required:
- Collections experience (Essential)- Leadership experience in a Contact Centre Environment- People Management skills- Ability to engage & motivate team- Experience working directly with clients- Time management and Planning Skills- Decisive - Clear and logical decisions

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