GBS Collection Supervisor

HAYS Poland jest firmą doradztwa personalnego, należącą do międzynarodowej grupy HAYS plc, notowanej na giełdzie w Londynie i największej firmy rekrutacyjnej w Wielkiej Brytanii.

Grupa posiada ponad 390 biur w 27 krajach na całym świecie, w których łącznie pracuje 8 300 specjalistów. Jest liderem w Europie Środkowej i Wschodniej, Azji, Ameryce Południowej, Australii, Nowej Zelandii, Chinach, Japonii, Hong Kongu i Kanadzie.

Founded in 1986, QVC (which stands for Quality, Value, Convenience) has an extraordinary 30 year track record of growth and success. Now with annual net revenues of US$8.7 billion, QVC has emerged as the world’s leading video and ecommerce retailer, with live TV broadcasts reaching more than 350 million homes worldwide. QVC’s customer-centric culture helps explain why over 90% of QVC’s annual revenues come from repeat customers – people who have come to know and trust us. And it’s a big reason QVC people are proud to work here.

Collection Supervisor

Responsibility Summary:

Lead and develop a staff of 12 to 15 Customer Finance Collection non-exempt associates. On a daily basis manage the work to be processed in an efficient manner and motivate the team to optimize performance. Handle any issues that require escalation and coach representatives to improve their performance. Prioritizes tasks effectively, ensuring critical processes are completed by the team. Distributes work or assigns associates to appropriate categories of work and consistently reviews results to ensure work is being completed accurately. Recommend new procedures and assignment techniques as necessary. Encourages staff interaction and develop a strong motivated team. Responsible for team building, following Human Resources procedures, including performance management, recruiting and terminating representatives.

Key Accountabilities:

40% Lead and develop a staff of 12 to 15 associates. Ensure they are coached and motivated to their full potential.
40% On a daily basis manage the production work to ensure efficient and effective processing. Provide understood guidance and relay expectations to the associates.
10% Become a subject matter expert in the processes managed by performing the activities.  
10% Attend meetings and represent the department as applicable

Critical Skills/Knowledge:
• Ability to lead a process and be a subject matter expert in it
• Ability to communicate fluently in English 
• Knowledge and understanding of dunning and collection processes and concepts
• Experience in collaboration and steering of external recovery agencies Understanding importance of impact of customer satisfaction to market revenues
• Excellent written and verbal communication skills
• Strong analytical and problem solving skills
• Proficient with Microsoft Office
• Excellent interpersonal and team building skills
  
Qualifications
• Bachelor’s Degree from a four year college or university required. Master’s degree preferred.
• 3+ years of collection experience preferred
• 2 years leading a team of at least 10 people required.

Just as we search the globe for unique products, we’re also searching for unique individuals to join our team. QVC offers a variety of career paths in Krakow, whether you are a recent university graduate, completing your studies, looking for the next step in your career or want to work flexible hours. With a wide range of exciting opportunities, there’s no better place to start or continue your career.