Team Leader/supervisor

Commercial Credit Services is a professional debt collection agency that provides debt recovery services across Australia and New Zealand. We have an exciting opportunity join our Call Centre team as our Afternoon/Evening Team Leader in our Mulgrave office.

We are a merit-based employer, who is proud of our diverse workplace and seek to continue this.

We have a focus on helping you with career growth. Our focus is to provide you with life-long skills that can be adapted anywhere**.**

**Your Role**:
If you are Debt Collector or a 2IC within a call centre who is ready for the next step as a collection’s supervisor, or you’re seeking a supervisor role closer to home or want a new challenge then this is the opportunity for you.

Working in Debt Recovery is a rewarding career for those who can demonstrate empathy and have patience, a customer-focussed attitude, enjoy working within a team and have strong attention to detail.

If you are a leader, motivator and great at problem solving then this is the role for you.

If you are looking for a rewarding career that provides training, supportive working environment within an experienced and dynamic business where every day provides something new, then we want to hear from you.

**Your Responsibilities**:

- To recruit, train and develop a team of collections officers in various debt campaigns.
- To impart your knowledge to team members through mentoring, coaching and development
- Manage our day-to-day call campaigns.
- To manage day-to-day people matters such as leave, performance, development.
- Provide technical oversight to your team, ensuring compliance with relevant regulatory standards and company work instructions.
- Ensure all Work Instructions and client profiles are up to date and published.
- Be an authority on the ASIC Debt Collection Guidelines, Privacy Act.
- Call monitoring, coaching, feedback, and call calibration sessions monthly with all team members
- Ensure compliance with internal policies, procedures, and work instructions.
- Maintain security and confidentiality of all personal and corporate information.
- Performing other duties, consistent with skills and experience, as directed by management.

**Your Experience**:

- Proven experience in the debt collection industry either working for a credit provider or a debt collection agency or within a call centre.
- Experience in working with targets and tight deadlines.
- Exceptional stakeholder management skills.
- Excellent verbal and written communication skills and an ability to engage as an active listener.
- Experience using technology solutions to aid in locating third parties.
- Proficiency in MS Office products including Outlook, Teams, Word, Excel, and PowerPoint.

**About you**:

- You have a drive to learn and develop, with the flexibility to adapt to and lead change.
- You will have a can-do attitude.
- You love helping people.
- You deal well with Pressure.
- You have a calm nature.
- You understand Debt Collection is not your everyday call centre role. This role requires quick decision-making skills, ability to think on your feet and the ability to handle emotional situations.
- You have ability to deal with stressful situations.
- You have a positive mindset.
- You are empathetic and caring.
- You have an engaging personality.

**Remuneration and Benefits of the Role**:

- This role will require the ability to finish at 8.30pm - Monday to Thursday & Friday at 5pm (the role is full time 37.5 hours per week, but the length of day is open to discussion).
- You will be rewarded with an attractive remuneration package, and we will invest in your future with passionate senior mentorship, training, and a broader spectrum of career development opportunities.
- Our office is in Mulgrave, which is perfect for those seeking a role closer to home in the South-Eastern Suburbs of Melbourne.
- Our Mulgrave has excellent amenities and good accessibility by road and public transportation links and a designated car parking space.
- Onsite Cafe that is open late into the evening.
- Our office provides a collaborative working space which helps to build a great culture.
- All applicants must have the right to live and work in Australia.

**If this sparks your interest and aligns to your skills, we would love to know more about you**
- Provide a Cover Letter addressing how your skills and experience relate to the “ **key responsibilities**” and “ **about you**” sections.
- Provide an Updated Resume

**Salary**: $55,000.00 - $68,000.00 per year

**Benefits**:

- Free food

Schedule:

- Afternoon shift
- Evening shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Performance bonus

Application Question(s):

- When can you Start?
- This role requires you to finish at 8.30pm Monday to Thursday can you do this?
- Are you able to finish at 5:00pm on Friday?
- What skills & experience do you have that makes you suitable for this role?
- Why are you leaving your current role? / Why