Our client is a global leader in customer experience and business process outsourcing, providing customer support, technical assistance, back-office services, and digital solutions. With an international presence and multilingual teams, our client helps leading brands improve customer satisfaction and operational efficiency.
In this role, you will be responsible for managing a team of approximately 21 Collection Agents, organized across different levels of seniority and responsibilities. In addition, you will work closely with several support functions, including a Quality Evaluator, Trainer, Risk & Compliance & Knowledge Manager, as well as the broader Operational Management Team.
What You'll Do:
•Lead and develop a collections team, fostering a high-performance culture.
•Oversee outsourced collections activities, ensuring quality, compliance, and operational excellence.
•Manage complex collection cases, escalations, and customer issues.
•Deliver coaching, onboarding, and process training to employees and partners.
•Analyze KPIs, identify improvement opportunities, and implement effective collection strategies.
•Partner with internal stakeholders and external service providers to achieve business goals.
•Drive process optimization, digitalization, automation, and continuous improvement projects.
SALES CONSULTING is on Human Resources Consultancy market since 1998. It has national coverage on four areas of expertise: recruitment and selection, personnel leasing, assessment center and consultancy.
Sales Consulting is specialized in recruitment and selection, personnel leasing, assessment center and consultancy for various industries: IT&C, automotive, outsourcing, pharma, banking, FMCG, etc.
For details regarding our work, you may access:
www.salesconsulting.ro
