African Bank Vacancies: Collections Call Centre Supervisor

Posted on :

29 May, 2013

Category :

Call Centre Jobs in South Africa

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

Grade 12

3 years working experience in a Call Centre

3 years working experience including some supervisory/ leadership exposure


  • 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


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