Client Engagement and Performance Manager

Job Roles & Responsibilities:

• Actively develop the capabilities and business acumen of direct reports, drives the development of team members, ensuring full and well.
• Demonstrate leadership skills with experience managing teams of 13-18 members.
• Maintain daily shrinkage at less than 5%.
• Monitor calls and ensure compliance and quality performance.
• Expectation is to do 3 call monitoring per day, strategically across BQ and other team members.
• Weekly performance review with team.
• 15 second talk-offs for the day;
  i.E. assisting team members by taking over calls where they are unable to resolve the account.
• Ensuring that at least 40% of his team earns incentive.
• Ensure full compliance with all company, departmental, legal, and regulatory requirements.
• Understand and execute policies, processes and procedures of the organization.
• Strong Focus on collector upskilling and progr...