Collections team leader
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My name is Thembekile Radebe and i hereby apply for the Call centre team-leader vacancy. I bring a vast amount of experience to the table as my work experience is dominated by the call centre industry. I have worked as both consultatnt and team-leader as displayed in my curriculum vitae, although my work experience has been predominant in the collections field, i have also learnt customer service skills that have allowed me to resolve complex customer queries in order to keep the work flow process running smoothly.
I have also learnt the importance of a "first time" query resolution approach in order to minimize escalations and avoid denting the organizations' reputation. I always learn beyond my job description parameters in order to fully understand operational standards and the reasoning behind the organizations' service level agreements.
I have learnt techniques that allow me to simplify one on one discussions with my consultants, as developing and upskilling my consultants is one of my priorities. Visual learning tools such as creating Excel dashboards have really simplified how I communicate the team's progress and enable me to drive the organizations' goals clearly to the consultants. Spot checks and call audits are very important in identifying what the team is doing right and also identifying arears of improvement.
Feedback / reporting sessions to management are also important as that is how I display that I have an understanding of what my team is doing and also displaying that the team is on the right track when coming to pursuing the organizations'goals.
I know that i would benefit your organization greatly if considered for this position.
I have extensive experience as both a debt collection consultant and collections team leader, I worked with financial and retail books.
I have completed a call centre certificate, a level 2 contact centre course, a managing by numbers certificate and a business management certificate as well.
