In my role as a Collections performance analyst I had many responsibilities. A few select one's are as follows: - Collections Forecasting, Targeting construction and maintenance along with analysis. - Collector performance monitoring and KPI tracking - Construction of Bonus league table showing key KPI performance and Bonus earnings. - Production of Board stats showing key business figures - Company collections - Dialler statistics - Company Holdings - Averages per day for Cash and other stats - Trends in information- Analysis for improvement/areas of focus. - Implementing and/or designing any tools/aids for the team leaders and or collectors including; - Collector affordability profile calculator to help collectors make the best agreements - Plus more- Complaint process and log, (A locked down procedure created using VBA enabling SLA data to be locked down)- Providing continued support to collectors from my experience as a Team Leader and providing cover for any Team Leader absences- Running of AVAYA dialler systems on 2 saturdays a month and any other ad-hoc times when required.Plus many more.

Upon taking on the role of Collections Team Leader i was asked to head up a specialist arrears team. My key role responsibilites included:- Managing a team of 8-10 collectors.- Coaching and training collectors through; - Incall listening - One 2 One sessions providing feedback on performance and to listen to ideas for improvement - Hosting both individual and group QA (Quality Assurance) sessiions.- Maintenence and production of team stats.- Mangement of targets and performance within the team. - Ensuring a friendly heathly working atmosphere.I pride myself on helping individuals identify their best learning techniques. Whether it be that a team member is a visual, physical or auditory learner. This way i find people will take on board information properly and more efficiently and therefore will improve further in their role.I believe in being helpful, upfront, honest and as creative as possible.

During my time as a Telephone debt controller i spent a large portion of it as a Acting Client Team Leader prior to sucessfully taking on the official role.