Team Manager: Early Stage Collections
Tenacity Financial Services
- Western Cape
- Training
- Full-time
- 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
- 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
- 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
- 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
- Grade 12
- 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
- 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