Call Centre /Collections Supervisor - Northern Suburbs,, Cape town

Main function of this position is to maximise collections, manage/reduce the arrears, and minimise losses to the Company. In addition, this position focusses on coaching, mentoring & training the Collection Agents and monitoring their performance to set targets

Key Results Areas

Collections

• Ensure effective execution of approved collection strategies and develop and implement operating plans to support these strategies.
• Set and drive team and individual monthly, weekly, and daily targets and KPI’s to effectively manage performance levels.
• Ensure that Collectors negotiate effectively with customers in line with payment amount as per terms of mandated campaigns.
• Set monthly collection incentives.
• Identify & resolve system queries relating to collections & debtor''''''''''''''''''''''''''''''''s book.
• Ensure effective queue management.
• Drive the resolution of FPDs, Trace and PC queues via the branches.
• Conduct regular QA audits per Agent and develop action plan to improve performance.
• Ensure that weekly and monthly performance reviews are conducted, and action plans formulated to improve performance

External Collections

• Ensure unresolved outstanding balances are promptly handed over to the External Debt Collectors.
• Monitor and measure progress made with collection matters that are handed over.
• Resolve queries from External Debt Collectors timeously.
• Generate monthly external vendor invoices for sign-off by the Department Head

Optimization of work processes

• Be the escalation point for complaints and regulatory referrals and assist in the timely resolution of customer queries.
• Follow up, collaborate, and build partnerships with internal stakeholders (BMs, Sales, Credit Clerks & Service Specialist) to achieve shared objectives.
• Design and document internal credit collection processes.
• Improvement / Innovation: Identify shortcomings in existing processes, systems and procedures, and use established ways to address them

Compliance

• Provide guidance and training to Collectors on interpreting and understanding company policies and procedures, regulatory codes, and relevant legislation.
• Identify, within the team, instances of non-compliance and implement training and/or apply remedial action where necessary

Analysis & Reporting

• Provide input and improvement recommendations for existing and future collection strategies by consulting with customers, collection agents and internal stakeholders feedback to generate ideas about new collections approaches
• Report on collections metrics and suggest improvements.
• Report on collection campaigns and suggest improvements.
• Research and discover methods to increase collections revenue.
• Evaluate overall team performance and individual performance (PTPs, Collections, calls, RPC, projections) and provide feedback to the Head of Department

Staff Management

• Measure and manage the performance of direct reports.
• Set clear targets and levels of work required from staff.
• Allocate/delegate duties to staff.
• Hold regular, effective team meetings
• Allocate, plan and monitor staff leave.
• Handle and/or resolve any employee disciplinary and/or grievance issues.
• Assess staff training needs & provide training/couching as appropriate.
• Identify the human resources required and, in conjunction with HR, recruit and train new staff members to ensure continuity and sufficient capacity

Requirements:

• Minimum Grade 12.
• Relevant tertiary qualification would be a strong advantage (diploma or degree in Commerce, Credit, and Business Administration etc.) and/or relevant Call Centre industry training/qualification.
• Minimum 5 years’ experience in a collection call centre.
• Minimum 3 years’ experience in the position a Call Centre Team Leader/Supervisor.
• Proven track record of managing poor performance.
• In-depth understanding of collections call centre processes and systems.
• In-depth knowledge of collections call centre performance metrics.
• Sound knowledge of relevant legislation: POPI Act, Debt Collector Act, National Credit Act, Consumer Protection Act and relevant Codes of Conduct and Good Practice.
• Fluency in English & Afrikaans is essential.
• The ability to understand and converse in multiple official, African languages would be a distinct advantage.
• Driver’s License.
• Clear Credit and Criminal records.
• Proficiency with technology, especially computers, software applications, and phone systems.
• Strong skills in the use of Microsoft Office products, particularly Excel