African Bank Vacancies: Collections Call Centre Supervisor

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

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