JOB SUMMARY

Supports the Unit Lead in monitoring and guiding collection assistants to ensure they meet individual performance targets, contributing effectively to the achievement of the overall group objectives.

DUTIES AND RESPOSIBILITIES

• Support the Unit lead in managing the team's daily operation by monitoring assigned collection assistant' performance throughout designated working hours and extends support beyond regular hours when required, to ensure adherence to targets and KPIs.
• Manages the distribution of accounts to collection assistants for callout activities, ensuring balanced workloads and efficient follow up.
• Facilitates technical support for collection assistants through coordinating with relevant departments to address operation concerns.
• Receives and manages call escalations, resolving client concerns promptly or referring them to the Unit Lead for further action when required.