{"id":18061,"date":"2014-06-12T10:47:19","date_gmt":"2014-06-12T08:47:19","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=18061"},"modified":"2014-06-12T10:47:19","modified_gmt":"2014-06-12T08:47:19","slug":"african-bank-vacancies-collections-call-centre-supervisors-4-positions","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/african-bank-vacancies-collections-call-centre-supervisors-4-positions.html","title":{"rendered":"African Bank Vacancies: Collections Call Centre Supervisors (4 Positions)"},"content":{"rendered":"
Job Description<\/strong><\/p>\n To manage a team of Collections Agents to collect on delinquent accounts in an efficient and effective manner<\/p>\n Job Requirements<\/strong><\/p>\n Improve Cash Collections efficiencies:<\/p>\n Control and manage targets for the team<\/p>\n Identify gaps between the set and achieved targets at team and consultant level<\/p>\n Provide solutions to meet set targets for the agents (interact with other departments, supervisors and mobilise necessary enablers by \u2018managing up\u2019)<\/p>\n Calibrate with QA analysis related to the reasons for failures \u2013 identify and trend of underlying business failures (training etc)<\/p>\n Support consultants by handling escalated calls<\/p>\n Analyse quality reports and KRA performance reports<\/p>\n Implement and follow up on the corrective action<\/p>\n <\/p>\n Managing and developing people:<\/strong><\/p>\n Celebrate the successes<\/p>\n Manage Performance of individuals (daily, weekly and monthly)<\/p>\n Conduct monthly performance reviews for the Agents<\/p>\n <\/p>\n Monitor the trends:<\/strong><\/p>\n Performance improvement plan<\/p>\n Coaching<\/p>\n Reinforce positive behaviour<\/p>\n Identify and recommend the training \/ coaching needs<\/p>\n <\/p>\n Conduct on the job coaching in accordance to Call Centre policies and procedures on identified gaps:<\/strong><\/p>\n Introducing the purpose of the call and summarising the clients specific situation (arrears, broken PTP\u2019s etc)<\/p>\n Listening and negotiating skills (identifying the reason for none-payment \u2013 (1 \u2013 5) \u2013 and achieving a PTP<\/p>\n Underlying skills: system, multi-tasking, calculating etc<\/p>\n Improving Productivity and efficiencies<\/p>\n Decision making regarding referrals (B1 and B2 consultants) etc<\/p>\n Plan, organise and control team operation:<\/p>\n Leave Planning<\/p>\n Absenteeism<\/p>\n Time Management<\/p>\n Queue management<\/p>\n Monitor and analyse team stats<\/p>\n Staff roster according to Call Centre needs<\/p>\n <\/p>\n Conduct team weekly meetings in respect of:<\/strong><\/p>\n Team productivity<\/p>\n Efficiencies<\/p>\n Team performance compared to Call Centre<\/p>\n General information Facilitate the attendance of training \/ workshops interventions by Agents<\/p>\n <\/p>\n Client Service:<\/strong><\/p>\n Resolve high level telephone client queries and escalations \\<\/p>\n Provide feedback to originator of query \/ complaint<\/p>\n Escalate complex querie s \/ complaints to direct manager or ABIL<\/p>\n <\/p>\n Consumer Advocate Office<\/p>\n Promote client service focus by coaching agents<\/p>\n Telephone etiquette<\/p>\n Call handling 1.3 Resolution of queries<\/p>\n <\/p>\n Customer:\u00a0<\/strong><\/p>\n Create and maintain productive relationships with internal and external clients by providing advice and assistance<\/p>\n Create understanding of the \u2018real\u2019 versus \u2018perceived\u2019 need through experience and expertise while complying with company polices legislation and regulations<\/p>\n Keep the client informed about progress through written communication, telephone communications and\/or face to face meetings<\/p>\n Build a positive image by exceeding client expectations at all times 5. Treat internal and external customers fairly at all times<\/p>\n Behavioural (COMP)<\/p>\n Pro-active orientation<\/p>\n Assertiveness<\/p>\n Team player<\/p>\n Interpersonal skills Reliability<\/p>\n Technical (COMP)<\/p>\n Analytical skills<\/p>\n Communication Skills (written, verbal & listening)<\/p>\n Client Centricity<\/p>\n Negotiation skills<\/p>\n Stress Tolerance\/ Resilience<\/p>\n Leading a team (Performance Management, People Management & motivation skills)<\/p>\n Sense of urgency<\/p>\n Planning and organising skills<\/p>\n Computer Literacy<\/p>\n Results oriented<\/p>\n <\/p>\n How to Apply<\/strong><\/p>\n Click here to apply online<\/a><\/p>\n 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 efficiencies: Control and manage targets…..<\/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":[5,255],"tags":[284],"jetpack_publicize_connections":[],"yoast_head":"\n\n\n
\n Job ID #: 3219<\/span><\/td>\n Job Vacancy Type: Permanent<\/span><\/td>\n<\/tr>\n \n Province: Gauteng<\/span><\/td>\n Contract Duration:<\/td>\n<\/tr>\n \n Region: Johannesburg North<\/span><\/td>\n Minimum Experience Required: 3 years supervisory management experience in a corporate call centre<\/span><\/td>\n<\/tr>\n \n Suburb: Midrand (Midrand)<\/span><\/td>\n Minimum Education Required:<\/td>\n<\/tr>\n \n Company: African Bank<\/span><\/td>\n Qualifications Required: Grade 12\/Matric<\/span><\/td>\n<\/tr>\n \n Employment Equity: Yes<\/span><\/td>\n Job Category: Other clerical employees<\/span><\/td>\n<\/tr>\n \n Other Languages Required 1:<\/td>\n<\/tr>\n \n Other Languages Required 2:<\/td>\n<\/tr>\n \n Number of Openings: 4<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"