Remote Team Leader

Summary

Join InDebted as a Team Leader to support daily operations, oversee team activities, and uphold standards in the collections team.

Requirements

• Minimum of 2 years proven experience in a collections role as a team leader/supervisor
• Familiarity with debt collection laws and practices
• Results-driven, with a focus on achieving targets and team objectives
• Strong organisational skills, with the ability to manage time and priorities effectively
• Knowledge of performance metrics, and experience analysing data for team improvement
• Excellent communication and leadership skills
• Strong problem-solving and conflict resolution abilities
• Ability to build trust and foster positive relationships within the team and with customers
• Emotional intelligence, patience, and resilience in handling escalated matters
• A collaborative mindset, encouraging innovation and creativity from team members
• Attention to detail with the ability to see the bigger picture

Responsibilities

• Support the Collections Team in supervising day-to-day team operations and implementing collection strategies
• Set clear team goals, delegate tasks, and manage deadlines
• Monitor team performance, report on metrics, and ensure adherence to guidelines and regulations
• Mentor, guide, and provide training to team members to maintain high performance standards
• Handle escalated cases, complex issues, and customer disputes, ensuring timely and effective resolutions
• Promote a collaborative and positive team environment, recognising high performance and encouraging creativity
• Foster professional relationships with customers while ensuring effective debt recovery
• Address customer complaints professionally, ensuring all activities comply with regulatory requirements (ASIC and others)
• Assist with hiring processes, training new team members, and overseeing quality and compliance of team work
• Analyse data to identify trends, suggest improvements, and promote team adherence to performance goals
• Generate comprehensive reports on team performance and mission-related objectives
• Suggest and organise team-building activities to foster collaboration and creativity

Benefits

• Flexible working
• Flexible paid leave
• Uprise (EAP Provider)
• Remote work set-up (budget of AUD $750 or local equivalent)