Credit Operations Supervisor: Recoveries and QA

2 weeks ago

Cape Town, Western Cape, South Africa Truworths Full time

We are looking for an individual with excellent planning, organisational and supervisory skills who will supervise the combined Recoveries and QA teams within Truworths Credit Services.

The role will report into the Senior Manager for Outsourced Collections & Recoveries, with a dotted reporting line to the QA Manager within Credit Services.


Key Responsibilities:

  • Manage work allocation for agents
  • ensure sufficient capacity across work tasks and dialer skills
  • Manage SLA's, late coming and break time adherence
  • Workforce scheduling on Bluecube
  • Daily/Weekly/Monthly reporting on team productivity
  • New joiner training & onboarding
  • Quality Assurance monitoring of team
  • Analyzing of audit data to highlight training needs and trends which can streamline operational efficiency of each dept
  • Ad hoc presentation of QA catch up meetings, calibration sessions and coaching interventions
  • Query resolution
  • General supervisory duties as determined by line management

Qualifications and Experience:

  • Matric
  • Tertiary qualification advantageous
  • 2 years supervisory experience within a call center environment
  • Experience working on Vision, Verint, Tableau and Presence advantageous

Competencies:

  • PC literate (Word, Excel, Outlook)
  • Exceptional verbal and written communication skills, together with a 'can do' attitude', and a hands-on team approach
  • High attention to detail
  • Coaching and/or team development skills
  • Pro-active, energetic and self-motivated
  • Focussed with a high level of concentration

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