African Bank Vacancies: Collections Call Centre Supervisor - South Africa
African Bank Vacancies Job Summary To manage a team of Collections Agents to collect on delinquent accounts in an efficient and effective manner. Desired Salary: competitive MINIMUM EDUCATION Grade 12 MINIMUM EXPERIENCE 3 years working experience in a Call Centre PREFERRED MINIMUM EXPERIENCE 3 years working experience including some supervisory/ leadership exposure KEY RESULT AREAS Improve Cash Collections and efficiencies Control and manage targets for the team Identify gaps between the set and achieved targets at team and consultant level Provide solutions to meet set targets for the agents (interact with other departments, supervisors and mobilise necessary enablers by ‘managing up’) Calibrate with QA analysis related to the reasons for failures – identify and trend of underlying business failures (training etc) Support consultants by handling escalated calls Analyse quality reports and KRA performance reports Implement and follow up on the corrective action Managing and developing people Celebrate the successes Manage Performance of individuals (daily, weekly and monthly) Conduct monthly performance reviews for the Agents Monitor the trends: Performance improvement plan Coaching Reinforce positive behaviour Identify and recommend the training / coaching needs Conduct on the job coaching in accordance to Call Centre policies and procedures on identified gaps: Introducing the purpose of the call and summarising the clients specific situation (arrears, broken PTP’s etc) Listening and negotiating skills (identifying the reason for none-payment – (1 – 5) – and achieving a PTP Underlying skills: system, multi-tasking, calculating etc Improving Productivity and efficiencies Decision making regarding referrals (B1 and B2 consultants) etc Plan, organise and control team operation: Leave Planning Absenteeism Time Management Queue management Monitor and analyse team stats Staff roster according to Call Centre needs Conduct team weekly meetings in respect of: Team productivity Efficiencies Team performance compared to Call Centre General information Facilitate the attendance of training / workshops interventions by Agents Client Service: Resolve high level telephone client queries and escalations Provide feedback to originator of query / complaint Escalate complex queries / complaints to direct manager or ABIL Consumer Advocate Office Promote client service focus by coaching agents: Telephone etiquette Call handling Resolution of queries Key responsibilities Fundamental Competencies: Communication Skills (written & verbal) Interpersonal skills Resilience Results orientation Sense of urgency Customer centricity Proactive orientation Additional Competencies: Team player Pro-active orientation Reliability Assertiveness Interpersonal skills Core Competencies (technical): Knowledge and understanding of systems: Exactus Tallyman Davox Telephony CMS Reporting Knowledge of policies and procedures: ABIL Debt Collections Collections Call Centre Analytical Skills Negotiation Skills Computer Literacy Planning and Organising skills Leading a team (Performance Management, People Management & motivation skills) Performance management skill Knowledge and understanding of: Labour Legislation in relation to people management ABIL HR policies / processes and procedures Client Service Knowledge and understanding of: Systems applicable in Call Centre Policies & Procedures (ABIL) Debt Collections Collections Call Centre Attention to detail Call Handling Skills Analytical Skills Problem Solving Skills Conflict Handling Negotiation Skills. Location: Midrand (Call Centre) Business Area: Call Centre Collections Minimum Education: Grade 12 / Matric How to Apply for African Bank Vacancies Click on the Apply Online button below or on this link to apply online
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