PayPal Collections Team Leader in Dundalk, Ireland
Collections Team Leaderin Dundalkat PayPal
Date Posted: 6/15/2017
Employee Type: Full-Time
Experience: Not Specified
Date Posted: 6/15/2017
Job ID: R0019091
HELP US REIMAGINE MONEY.
At PayPal, we believe that now is the time to democratize financial services so that moving and managing money is a right for all citizens, not just the affluent. We are driven by this purpose, and we uphold our cultural values of collaboration, innovation, wellness and inclusion as our guide for making decisions and conducting business every day. It is our duty and privilege to be customer champions and put those we serve at the center of everything we do.
We are one team that respects and values diversity of thought for everyone, everywhere, and we actively seek to create an energizing workplace that brings out the best in all of us. If you’re ready to shape the future of money, join the team at PayPal. We're proud to work here. You will be too.
The Collections Team Leader motivates, builds, coaches and develops a group of Supervisors into becoming a highly responsive team capable of meeting required performance standards. They provide direct supervision to front line Collections Supervisors and indirect management to Collections Agents. Great businesses need great managers. And great managers do it all. You will ensure cross-functional alignment of goals and execution and help teams forge strategic partnerships. Help drive key decisions and execution on our growth initiatives. Hold people accountable while cheering them on. Inspire, lead, and motivate your team.
Build, coach, and direct a group of Supervisors and agents into becoming a highly responsive team that meets the required published performance standards
Ensure that each direct report Supervisor is coaching, developing, and communicating with their teams routinely and effectively by reviewing and communicating daily performance, quality, and attendance reports at the individual and team levels
Participate in special projects as needed and contribute to the implementation of workflow process improvements
Participates in hiring, ensure supplemental QA and training programs are conducted for the team as needed and administer disciplinary actions in accordance with HR Policies
Participate in meetings and establish relationships with other managers, business units, and support groups throughout the organization to facilitate accurate communication flow, and feedback on impacts of process, policy, product changes, and the delivery of the Collections goals and the successful execution of the Collections strategy
Work with senior management to provide data regarding monthly, quarterly, and yearly goals and results. Understand new trends, expectations, and information to communicate back to the team
Conduct calibration sessions with QA to understand and address quality trends and to ensure that the team sustains high performance
Develop and execute a strategy for Collections performance via inbound calls, emails, and other communication mechanisms while providing the pertinent metrics for a call centre environment
Forecast staffing efforts and evaluates delinquency trends and contact centre metrics in support of this plan.
Excellent organizational skills
Excellent interpersonal skills and verbal and written communication
Ability to direct and motivate others
Ability to lead through vision and values
Skill in focusing on desired results, prioritisation, clarifying next steps, and delegating effectively to meet deadlines, and achieve desired results
Ability to learn and adapt to new software technologies
Strong working knowledge of external systems and PC based internet and software applications (The Internet, Microsoft Office - Outlook, Word, and Excel)
Basic Knowledge of internal systems and software
Ability to define and utilize quantitative and qualitative management information reports
Knowledge of the Financial Services industry
Experience in an Internet company, financial institution, or transaction processor is preferred
Bachelor’s degree or equivalent work experience is required
Fluent English is required and fluency in German is an advantage.
8+ years’ related experience within a Collections Contact Centre environment: direct supervision of 20+ Collections line management agents and supervisor level personnel required
Demonstrated experience in prioritization of critical business factors relating to implementation of system integration including dialler management and knowledge of training and quality related to Collections Operations required
Experience in incremental, substantive wins in calibrating and increasing metric driven collection results across pre and post charge off delinquency areas is required
Individuals seeking employment at PayPal are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You have the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.