Team Leader

1 week ago

Joondalup, Australia Probe Group Full time

**Description**:
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, North America and South Africa, 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.

The Team Leader is responsible for the management of team performance. You will be an excellent communicator responsible for supervising, managing, coaching and motivating team members on a daily basis. Ultimately, you should lead by example and engage the team to achieve goals.

**Key Details**:

- Full Time
- Based in Joondalup
- Monday to Friday - Availability between 8:00am to 7pm

**Key Tasks and Responsibilities**:

- Understanding of collection methodologies and experience to maximize the recovery of your team's assigned portfolio by working collaboratively with your team.
- Act as a point of escalation for resolution of complex credit disputes
- Manage stakeholder expectations
- Deliver coaching and mentoring to your agents specifically relating to customer, stakeholder and portfolio management
- Drive process improvements
- Achievement of contractual KPIs / daily, weekly, monthly targets
- Team performance management and engagement
- 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**:

- Substantial experience within similar role
- People Management skills
- Sound understanding of the legal recovery process
- Knowledge of relevant regulations (Debt Collections Guidelines, Privacy etc)
- Experience working directly with clients

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