Collections Agent
Accenture
Total years of experience :10 years, 9 Months
1. To ensure maximum collection of payments on delinquent accounts for a UK telecommunications company.
2. Educate customers on how to keep their accounts away from delinquency.
To monitor, identify challenges and improve the performance of 18-20 agents.
Deliver the team's performance to the clients on a weekly business review.
To identify behaviors affecting the quality of the calls, setting up goals to improve performance and recording progress reports
To conduct nesting of newly hired employees and cross-training of veteran employees.
Enforce compliance to company policies and procedures.
Implement corrective action on work violations.
Approve employee salary and incentives