Team supervisor at Mwanga Limited in Maryland, Lagos

Job Description

Oversee recovery of overdue payments from clients by directing agents reaching out and serving as the communication link between creditors and clients.
Track and ensure team members address and settle escalated or sophisticated concerns
Ensure 100% customer retention on every project allocated.
Prompt notification of supporting documentation on a weekly basis and exchanging on a weekly basis evaluation documentation with direct supervisor, transparently showing practices per project and defining the plan for the new week.
Help in arranging development for agents with ability differences.
Lead group-members effectiveness and make sure that they accomplish on a weekly basis recovery and Quality assurance targets.
Work productively with the Quality assurance and Growth team to guarantee that business targets are accomplished on each project.
Motivate agents to hit and surpass their necessary recovery targets and QA target score routine, on a weekly basis and every month.
Oversee agents and track the way in which they manage phone calls and every other form of information exchange to guarantee that the full scope of process is in adherence with industry standards, clients request and above all returns the necessary outcomes to the customer and organisation as a whole.
Lead programs that grow income and reduce expenses.
Carrying out any other assignment as allocated by the business operations manager.