Please take note of working hours as follows:
Mondays - Thursday: 08h00 to 16h30
Fridays: 07h00 to 15h30
Saturdays: 08h00 to 13h00 (at least 2 Saturdays a month) […]
Manage team performance, set objectives, and review KPIs
Take over calls during escalations and handle performance metrics
Create reports (hourly, daily, weekly, monthly)
Identify and address underperformance and implement improvement plans
Conduct internal reviews and drive performance optimization
Assist with training and upskilling Debt Collectors
Work closely with QA to ensure proper call handling and etiquette
Maintain team motivation...