Performance Manager Kilmarnock   £25000 per annum + bonus

We are currently recruiting for an experienced Performance Manager to join a leading credit management company based in Kilmarnock.

You will be responsible for managing and driving performance of a team of collection advisors, to achieve targets through coaching, feedback and regular One2Ones.

Main responsibilities -
*monitor, manage and motivate a team following performance management framework where necessary
*complete monthly call monitoring and coaching sessions with team in line with prescribed targets
*ensure team members are effectively managed within probationary period ensuring coaching and development requirements are met
*conduct all probationary period reviews as required
*address and document conduct issues appropriately in line with policies and procedures
*manage attendance for your direct reports completing return to work interviews where appropriate
*ensure team adhere to and are punctual for shift patterns with any variance being address through recorded discussion
*manage adherence of team to inbound and outbound activity rotas
*communicate business/client updates required to support your team in their roles
*take ownership for escalated calls to provide first call resolution
*provide regular updates to your line manager on all issues affecting team and business

Relationship Management -
*respond to all managerial direction and requests in a positive manner
*work proactively with Training and Call Quality to ensure best practice adhered to
*be accessible and approachable to all internal and external customers
*be able to build effective relationships and influence key managers/stakeholders across the business
*liaise with and share best practice with other performance managers
*liaise with senior managers and client specialists to achieve common business goals

Hours of work are Monday to Friday between 8am - 9pm (37.5hrs), you will be also be expected to work on rota for one Saturday out of 6 which you will be paid overtime for.

Job Reference:   PER/MAN

Closing Date:     01-Jul-2012

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