Collections Call Centre Supervisor at African Bank - Jobs in South Africa

Collections Call Centre Supervisor at African Bank

Posted on :

12 Jun, 2014

Category :

Banking Jobs in South Africa, Call Centre Jobs in 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


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


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


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



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


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

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