Call centre

Introduction

The purpose of this vacancy is to lead and manage a team of Call Centre Team Leaders and their agents within for the Retail and/or Non-Retail department, in the Debt Collection Sector. It will be expected of the sucessful appicant to maximise revenue opportunities and exceeding collections targets to ensure sustainable worth of the business.

Duties & Responsibilities

People Management:

• Ensure that you and the rest of your team leaders live up to the company values at all times;
• Manage the team leaders in terms of all misconduct related matters and addresses it in accordance with the companies policies and procedures;
• Reward and recognise positive contributions and value added in the team;
• Provide on the floor support and guidance to team leaders through presence and active engagement and involvement;
• Ensure attendance of 95% of all team leaders;
• Foster a culture of ownership, accountability and teamwork;

Coaching/Training:

• Coach and develop the team leaders to ensure the quality of delivery meets the appropriate standards on a service and collections perspective;
• Provide statistical and performance feedback and coaching regularly to each team member;
• Ensure teams leaders have appropriate training and other resources to perform their jobs;
• Be available for team leaders who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution;
• Assist the team leaders with daily operation of the call centre in including the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs;

Performance Management:

• Measure and manage the team leaders’ performance to achieve hourly, daily, weekly and monthly input and output targets;
• Conduct weekly and monthly performance reviews and formulate action plans to improve performance;
• Encourage team leaders to excel in performance requirements;
• Write and administer performance reviews for skill improvement at an ongoing basis;
• Create and maintain a high-quality work environment, so that the team members are motivated to perform at their highest level;
• Generate and share comprehensive and detailed reports on team performance;

Communication and Feedback:

• Conduct team leader meetings at the start of every shift;
• Ensure to keep an attendance register of all meetings and training sessions conducted;
• Communicate information in a timely, accurate and understood manner to the team leaders;
• Ensure all relevant business communication and action plans are communicated to and understand by the team leaders as and when required;
• Ensure that the escalation process is followed when dealing with system, process or people challenges and concerns;
• Ensure effective verbal and written communication skills;
• Provide daily direction and communication to employees, so that customer service calls are managed in a timely, efficient and knowledgeable manner;
• Use appropriate judgment in upward communication regarding department or team leaders concerns;
• Communicate deadlines and recovery targets to team members;
• Communicate with different people  on different performance levels, professionally without personal feelings influencing the process;
• Conduct team meetings to update members on team progress, gaps and expectations;

Administration and Reporting:

• Ensure that all staff files for the team are kept up to date;
• Ensure that all ESS requests are captured correctly and timeously;
• Compile and send operational reports as and when required by Supervisor or Manager;
• Communicate information in a timely, accurate and understood manner to the team;
• Ensure all relevant business communications and action plans are communicated to and understand by the team as and when required;
• Ensure that the escalation process is followed when dealing with system, process or people challenges and concerns;
• Manage customer and client escalations and complaints;
• Provide input and participates in calibration sessions.
• Provide relevant internal and external reports as per the business requirements;
• Analyse business data identifying and highlighting trends to the management;
• Monitor absenteeism and adherence;
• Compile ad hoc reports as and when required;
• Analyse operational data and takes relevant action;

Debtor and Client Satisfaction:

• Drive the focus on improving the debtor’s experience on every interaction through call listening, quality checking, coaching and feedback;
• Work to resolve all debtor queries that are escalated from consultants in an efficient and effective manner;
• Utilise all Quality Management feedback and insights to coach and develop consultants to deliver exceptional service;

Desired Experience & Qualification

• Matric or equivalent NQF
• Minimum 24 months Team Leader Experience within the Debt Collections industryAttention to detail
• Initiative
• Minimum 24 months Debt Collections Experience
• Analysis and analytical ability
• Team-Player
• Excellent Verbal & Written Communication
• Goal Orientated

• Concern for Excellence and improvement
• Focused & Pro-Active
• Problem solving
• Collaboration & Motivation
• Conflict Management
• Self-discipline
• Planning and organising
• Communication & Listening

Package & Remuneration

R15 000.00 – R18 000.00, negotiable depending on experience.

Interested?

Please apply with your updated CV – remember to include references with updated contact details. 

Correspondence will only be conducted with short listed candidates.

Should you not hear from us within 14 days, please consider your application unsuccessful