Team Manager: Early Stage Collections

Western Cape, Full Time Deadline: Not specified

Description
To manage the daily activities and driving the performance of a team of Early Stage Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.
Main Activities
Manage daily operations

Develop and implement programs and procedures to improve collector and collecting productivity
Manage measurement standards for the improvement of performance and operational effectiveness
Resolves customer complaints and queries
Ensures acceptable levels of delinquency and minimises write-offs by directing personal in the management of their queues
Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
Develop, plan, and implement section goals and objectives
Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
Review delinquent accounts
Manage staffing forecasts and WFM schedule requirements
Manage adherence to Collection procedures
Collate and effectively utilise Collection reports
To action any ad-hoc requests

Coaching and mentoring of team

Identify training needs and ensure adequate training and coaching takes place
Upskill team in resolving escalated customer queries
Develop the team through motivation, counselling, soft skill training and product knowledge education
Conduct QA audits for all agents on a weekly basis

Team Administration

Ensure new starters effectively transition into the team
Conduct probation review meetings during first 3 months of employment
Address any behavioural concerns in line with the Company’s Disciplinary Policy
Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
Ensure trackers (IR, Absence ’ PIP) are updated on a daily basis
Ensure all leave transactions is processed on ESS
Manage the waybill and overtime/special time to payroll
Ensure the termination process is completed for all employees leaving the business

Team performance, monitoring and reporting

Set, track and report on individual targets for each agent within the team
Collate and effectively utilize reports for performance management of department KPI’s
Conduct monthly performance reviews with team
Address any underperformance in line with the Company’s Performance Improvement Policy

Requirements
Qualification

Grade 12

Experience

A minimum of 5 years’ experience within the call centre environment
3 years’ experience in a similar role
Experience in Employee Relations, Poor Performance and Absence Management
Experience in leading and managing teams of at least 12 people

Functional Knowledge and Skills

Knowledge and understanding of call centre processes and methodology
Knowledge and understanding of the Retail Credit Account Management business
Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing)
Efficient in MS Outlook, MS Word, MS Excel,
Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment

 

Skills: