{"id":18062,"date":"2014-06-12T10:26:16","date_gmt":"2014-06-12T08:26:16","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=18062"},"modified":"2014-06-12T10:26:16","modified_gmt":"2014-06-12T08:26:16","slug":"collections-call-centre-supervisor-african-bank","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/collections-call-centre-supervisor-african-bank.html","title":{"rendered":"Collections Call Centre Supervisor at African Bank"},"content":{"rendered":"
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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 and 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 Conduct on the job coaching in accordance to Call Centre policies and procedures on identified gaps:<\/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 <\/p>\n Plan, organise and control team operation:<\/strong><\/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 queries \/ complaints to direct manager or ABIL<\/p>\n <\/p>\n Consumer Advocate Office:<\/strong><\/p>\n Promote client service focus by coaching agents:<\/p>\n Telephone etiquette<\/p>\n Call handling<\/p>\n Resolution of queries<\/p>\n <\/p>\n Customer:<\/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<\/p>\n Treat internal and external customers fairly at all times<\/p>\n <\/p>\n Behavioural (COMP)<\/p>\n Pro-active orientation<\/p>\n Assertiveness<\/p>\n Team player<\/p>\n Interpersonal skills<\/p>\n ReliabilityTechnical (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 <\/p>\n