Posted on :
12 Jun, 2014
12 Jun, 2014
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
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
Customer:
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
Assertiveness
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
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