Credit Operations Supervisor - Collections

Job Description

We are looking for someone to lead, guide, develop, support and manage a team of Collectors, while ensuring that key performance requirements are achieved and delivered in line with operational requirements, processes and systems.

• Driving monthly, weekly and daily KPI’s to effectively manage performance levels.
• Ensure accurate capacity planning and scheduling of staff.
• Identify/evaluating development areas and implementing effective training to improve performance.
• Construct and apply action plans to improve performance by providing feedback and coaching to staff.
• Manage poor performance by applying Truworths poor performance process effectively and ensuring that appropriate actions are in place if benchmarks are not achieved.
• Identify through capacity planning, resources that are required and inform HR team to ensure that the relevant recruitment takes place in advance.
• Managing the daily work flow processes, ensure that all employees have an understanding of the KPI’s in place to effectively manage performance levels.
• Manage absenteeism and late coming across all teams & apply the IR disciplinary process for collectors when the appropriate.
• Analyse daily, weekly and monthly reports via dashboards and daily team collectometer and instil appropriate action plans where gaps are identified.
• Responsible for call monitoring ans ensure that feedback is given to your team.
• You will be required to work night shift on a rotational basis as per the Supervisor late shift roster.
• Create and drive motivation through fun activities/themes and actively participates in ACE.

Matric

Previous call centre collections supervisory experience (minimum of 3 years) essential

Desirable to have experience and knowledge of Vision Plus

• PC literacy (Word, Excel, Outlook)
• Exceptional verbal and written communication skills
• Strong people skills
• Pro-active and energetic
• Highly service orientated and results driven
• Must be able to multitask and make decisions
• Organised and methodical