Capita is the UK’s largest business process outsourcing company hiring over 74 000 staff across UK, Europe, India and South Africa. Our goal is simple: to help our wide range of public and private sector clients improve service to their customers.
Capita Poland with two Business Centres in Kraków and Łódź hires over 700 employees. We deliver multilingual business services that range from managing complex processes to more specialised support. That provides our employees with the opportunity to work for various clients and develop expertise in many disciplines.
Given our expansion plans and exciting new projects, Capita is currently recruiting for the position of:
The main role will be to manage and supervise Inbound and Outbound team. You will be also in charge of monitoring team performance and preparing various reports. The position likewise includes contacting with client and ensuring positive image of a company. Working within our department is a great opportunity to perfect your language and managing skills.
Management:
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time & attendance – to manage and roster the team; e.g. holidays, sick leave etc. and to maintain accurate records
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supervision – to supervise a team to achieve KPI’s/SLA’s while delivering AR services to multiple clients in a Shared Service Centre environment; to co-ordinate the activities of assigned credit control staff and apply credit management best practice
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monitoring – to monitor individual and team performance against contract Service Level Agreements. This includes reviewing staff performance in relation to productivity on the Debtors Ledgers
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quality, training & coaching – co-ordination of staff training and mentoring, to include quality checks on performance and financial controls (i.e. accuracy checks, query turnaround time etc.)
Reporting:
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recording metrics – to accurately record and analyse time and attendance, sickness levels in close correlation with productivity
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SLA’s & KPI’s – to complete both internal and external daily, weekly and monthly metrics and reports; to run regular meetings and conference calls with the clients when and where applicable
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debtors reporting – to create and maintain databases/reports for the purpose of credit management information and decision making
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assist in reconciling accounts on the ledger when required
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escalations – to review the performance of accounts where credit management action is required and initiate relevant escalations
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overall team performance – suggestions for innovation and improvements, identify process changes and team structure changes and act upon these where necessary
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hold a Bachelor or Master degree
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have a 2 years experience in people management and an experience in Debts Collections
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are fluent in spoken and written English
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have a leadership skills – ability to motivate and inspire others
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are initiative, open minded and multitasking
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have an ability to prioritise tasks and deliver high quality results under pressure
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are customer orientated
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have an experience in work in cross functional team (considered an asset)
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have a knowledge of Continuous Improvements tools (considered an asset)
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Ability to work in international and multilingual environment
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Shift work between 10 a.m. and 6 p.m.
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Great atmosphere
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Training and development programme
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Attractive social benefits
