Collections Call Centre Supervisor at African Bank - - South Africa

Job Description To manage a team of Collections Agents to collect on delinquent accounts in an efficient and effective manner. Job Requirements 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 Customer: Create and maintain productive relationships with internal and external clients by providing advice and assistance Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company polices legislation and regulations Keep the client informed about progress through written communication, telephone communications and/or face to face meetings Build a positive image by exceeding client expectations at all times Treat internal and external customers fairly at all times Behavioural (COMP) Pro-active orientation Assertiveness Team player Interpersonal skills ReliabilityTechnical (COMP) Analytical skills Communication Skills (written, verbal & listening) Client Centricity Negotiation skills Stress Tolerance/ Resilience Leading a team (Performance Management, People Management & motivation skills) Sense of urgency Planning and organising skills Computer Literacy How to Apply Click here to apply online Apply Now

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Collections Call Centre Supervisor at African Bank - South Africa

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