Call Centre Supervisor

at Transaction Capital Recoveries
Location Johannesburg, South Africa
Date Posted January 23, 2020
Category Telecommunications
Job Type Full-time

Description

To manage and support the Call Centre Agents in achieving their set input and output standards.
Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance and growth.

 

  • Managing service delivery within the pre-defined call centre standards
  • Motivating Call Centre Agents performance to achieve daily, weekly and monthly input and output standards
  • Analysing Call Centre Agents performance to ascertain areas for improvements
  • Executing collections campaign strategy to achieve set standard
  • Achieving targets for Collections revenue
  • Ensuring Collections strategies are executed comprehensively
  • Participating personally in Collections activities to keep up to date and understand aforesaid
  • Dealing with irate debtors
  • Supporting agents with advice or take over of difficult calls
  • Ensuring availability of tools or infrastructure for each agent
  • Coaching and providing feedback to Call Centre Agents on their individual performance
  • Identifying gaps between the set input and output standards
  • Analysing the reasons for not meeting set input and output standards and provide solutions
  • Implementing corrective action to achieve required quality standards
  • Implementing action plans to achieve required input and output standards:

Collections
PTP Captured / Kept
D/O Captured
% Talk time

  • Initiating and driving training initiatives for agentsEncouraging regular attendance by agents through coaching and enforcing appropriate business ethics
  • Educating agents on the rules of work and appropriate business behaviour
  • Providing appropriate encouragement and support to assist agents in achieving personal performance goals
  • Creating a work environment that facilitates high productivity i.e. welcoming, recognition of contribution etc.
  • Developing strong team co-operation and clear direction
  • Ensuring capacity planning is done on number of Call Centre Agents versus campaigns loaded
  • Reviewing and managing leave reports, identify and rectify exceptions
  • Ensuring leave is updated and boxes cleared for team under management
  • Responsible for the reinstatement and termination of employees
  • Identifying vacancies and follow correct procedures in ensuring vacancy is filled
  • Provide weekly production report on matters worked, pending and unresolved
  • Manage courier report weekly to quality check costs.
  • Effective collection on active and disconnected accounts
  • Effective collection of active debtors and minimizing the rollover of accounts
  • Advise customers on alternative payment plans,
  • Ensure client satisfaction by resolving queries quickly, efficiently and in accordance with the relevant procedure
  • Complete daily productivity reports accurately and timeously
  • Ensure that monthly targets and deadlines are achieved

 

Grade 12

Proficient in Microsoft Office

Relevant Call Centre Certificate/ Diploma (added advantage)

Proficient in English

1 – 3 years’ experience in a Collections Call Centre environment

Technical Competencies required:

  • MS Office skills
  • Project management/ project implementation
  • Microsoft office, especially Excel

Knowledge and understanding of the following legislations:

oDebt Collections Process
oNational Credit Act
oPrescription Act

Knowledge and understanding of the MBD Inc. systems:

  • Cheetah
  • ESS
  • Staffman
  • PAWSS
  • Staff query system

Behavioural Comptetencies required:

  • Exhibit Company Values
  • Analytical
  • Client centric
  • Consistency
  • Result and deadline driven
  • Accountability

Stress tolerance

  • Business acumen
  • Communication skills (both written and verbal)
  • Target driven
  • Disciplined
  • Problem Solving
  • Leadership skills
  • Multi-tasking
  • Team player