To manage the daily activities and driving the performance of a team of Collection agents, 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.Manage daily operations
Provide visible and clear leadership to the team promoting a culture of high-performance standards and customer centricity
Provide effective leadership to team members to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
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
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
To action any ad-hoc requests
Coaching and mentoring of team
Conduct regular one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions
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
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 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 daily
Ensure all leave transactions is processed on ESS
Manage the waybill and overtime/special time to payroll
Manage the termination process for employees leaving Tenacity
Team performance, monitoring and reporting
Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
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
Resources & Capacity (people & systems)
Manage staffing forecasts and requirements
Ensure effective recruitment practices when employing new employees
Ensure the team has the resources and tools to perform what is expected of them
Qualifications
Grade 12
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
