Job 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

1. 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

2. 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

3. 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 Companys Disciplinary Policy
• Manage the teams absenteeism in line with the Companys 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

4. 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 KPIs
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Companys Performance Improvement Policy

1. Qualification

• Grade 12

2. 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

3. 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

Tenacity Financial Services