{"id":11973,"date":"2013-05-29T15:17:44","date_gmt":"2013-05-29T13:17:44","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=11973"},"modified":"2013-09-24T08:10:50","modified_gmt":"2013-09-24T06:10:50","slug":"african-bank-vacancies-collections-call-centre-supervisor","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/african-bank-vacancies-collections-call-centre-supervisor.html","title":{"rendered":"African Bank Vacancies: Collections Call Centre Supervisor"},"content":{"rendered":"<h2>African Bank Vacancies<\/h2>\n<p><strong>Job Summary<\/strong><\/p>\n<p>To manage a team of Collections Agents to collect on delinquent accounts in an efficient and effective manner.<\/p>\n<p>Desired Salary: competitive<\/p>\n<p>MINIMUM EDUCATION<br \/>\nGrade 12<\/p>\n<p>MINIMUM EXPERIENCE<br \/>\n3 years working experience in a Call Centre<\/p>\n<p>PREFERRED MINIMUM EXPERIENCE<br \/>\n3 years working experience including some supervisory\/ leadership exposure<\/p>\n<p>KEY RESULT AREAS<\/p>\n<ul>\n<li>Improve Cash Collections and efficiencies<\/li>\n<li>Control and manage targets for the team<\/li>\n<li>Identify gaps between the set and achieved targets at team and consultant level<\/li>\n<li>Provide solutions to meet set targets for the agents (interact with other departments, supervisors and mobilise necessary enablers by \u2018managing up\u2019)<\/li>\n<li>Calibrate with QA analysis related to the reasons for failures \u2013 identify and trend of underlying business failures (training etc)<\/li>\n<li>Support consultants by handling escalated calls<\/li>\n<li>Analyse quality reports and KRA performance reports<\/li>\n<li>Implement and follow up on the corrective action<\/li>\n<\/ul>\n<p><strong>Managing and developing people\u00a0<\/strong><\/p>\n<ul>\n<li>Celebrate the successes<\/li>\n<li>Manage Performance of individuals (daily, weekly and monthly)<\/li>\n<li>Conduct monthly performance reviews for the Agents<\/li>\n<li>Monitor the trends:<\/li>\n<li>Performance improvement plan<\/li>\n<li>Coaching<\/li>\n<li>Reinforce positive behaviour<\/li>\n<li>Identify and recommend the training \/ coaching needs<\/li>\n<li>Conduct on the job coaching in accordance to Call Centre policies and procedures on identified gaps:<\/li>\n<li>Introducing the purpose of the call and summarising the clients specific situation (arrears, broken PTP\u2019s etc)<\/li>\n<li>Listening and negotiating skills (identifying the reason for none-payment \u2013 (1 \u2013 5) \u2013 and achieving a PTP<\/li>\n<li>Underlying skills: system, multi-tasking, calculating etc<\/li>\n<li>Improving Productivity and efficiencies<\/li>\n<li>Decision making regarding referrals (B1 and B2 consultants) etc<\/li>\n<li>Plan, organise and control team operation:<\/li>\n<li>Leave Planning<\/li>\n<li>Absenteeism<\/li>\n<li>Time Management<\/li>\n<li>Queue management<\/li>\n<li>Monitor and analyse team stats<\/li>\n<li>Staff roster according to Call Centre needs<\/li>\n<li>Conduct team weekly meetings in respect of:<\/li>\n<li>Team productivity<\/li>\n<li>Efficiencies<\/li>\n<li>Team performance compared to Call Centre<\/li>\n<li>General information<\/li>\n<li>Facilitate the attendance of training \/ workshops interventions by Agents<\/li>\n<\/ul>\n<p><strong>Client Service:<\/strong><\/p>\n<ul>\n<li>Resolve high level telephone client queries and escalations<\/li>\n<li>Provide feedback to originator of query \/ complaint<\/li>\n<li>Escalate complex queries \/ complaints to direct manager or ABIL Consumer Advocate Office<\/li>\n<li>Promote client service focus by coaching agents:<\/li>\n<li>Telephone etiquette<\/li>\n<li>Call handling<\/li>\n<li>Resolution of queries<\/li>\n<\/ul>\n<h4 id=\"key-responsibilities\">Key responsibilities<\/h4>\n<h3>Fundamental Competencies:<\/h3>\n<ul>\n<li>Communication Skills (written &amp; verbal)<\/li>\n<li>Interpersonal skills<\/li>\n<li>Resilience<\/li>\n<li>Results orientation<\/li>\n<li>Sense of urgency<\/li>\n<li>Customer centricity<\/li>\n<li>Proactive orientation<\/li>\n<\/ul>\n<h3>Additional Competencies:<\/h3>\n<ul>\n<li>Team player<\/li>\n<li>Pro-active orientation<\/li>\n<li>Reliability<\/li>\n<li>Assertiveness<\/li>\n<li>Interpersonal skills<\/li>\n<\/ul>\n<h3>Core Competencies (technical):<\/h3>\n<ul>\n<li>Knowledge and understanding of systems:<\/li>\n<li>Exactus<\/li>\n<li>Tallyman<\/li>\n<li>Davox<\/li>\n<li>Telephony<\/li>\n<li>CMS Reporting<\/li>\n<li>Knowledge of policies and procedures:<\/li>\n<li>ABIL<\/li>\n<li>Debt Collections<\/li>\n<li>Collections Call Centre<\/li>\n<li>Analytical Skills<\/li>\n<li>Negotiation Skills<\/li>\n<li>Computer Literacy<\/li>\n<li>Planning and Organising skills<\/li>\n<li>Leading a team (Performance Management, People Management &amp; motivation skills)<\/li>\n<li>Performance management skill<\/li>\n<li>Knowledge and understanding of:<\/li>\n<li>Labour Legislation in relation to people management<\/li>\n<li>ABIL HR policies \/ processes and procedures<\/li>\n<li>Client Service<\/li>\n<li>Knowledge and understanding of:<\/li>\n<li>Systems applicable in Call Centre<\/li>\n<li>Policies &amp; Procedures (ABIL)<\/li>\n<li>Debt Collections<\/li>\n<li>Collections Call Centre<\/li>\n<li>Attention to detail<\/li>\n<li>Call Handling Skills<\/li>\n<li>Analytical Skills<\/li>\n<li>Problem Solving Skills<\/li>\n<li>Conflict Handling<\/li>\n<li>Negotiation Skills.<\/li>\n<\/ul>\n<p><strong>Location:<\/strong> Midrand (Call Centre)<\/p>\n<p><strong>Business Area:<\/strong> Call Centre Collections<\/p>\n<p><strong>Minimum Education:<\/strong> Grade 12 \/ Matric<\/p>\n<p>&nbsp;<\/p>\n<h4>How to Apply for\u00a0African Bank Vacancies<\/h4>\n<p>Click on the Apply Online button below or <a href=\"http:\/\/careers.africanbank.co.za\/jobs\/main?cmd=reqDisplayJobDetails&amp;jobId=244\">on this link<\/a> to apply online<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[255],"tags":[284],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>African Bank Vacancies: Collections Call Centre Supervisor - Jobs in South Africa 2023<\/title>\n<meta name=\"description\" content=\"African Bank Vacancies Job Summary To manage a team of Collections Agents to collect on delinquent accounts in an efficient and effective manner. 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