Collections Call Centre Supervisor

5 months ago

Cape Town, South Africa Ver-Tex Solutions Full time

**Productivity**:

- Lead, monitor and manage staff schedule adherence through variance HR processes and policies
- Monitor hourly effort service levels and adjust schedule or allocation of duties when needed to maintain an inefficient and effective productive environment
- Monitor lost hours due to internal and external influences

**Performance Management**:

- Communicate the vision, strategy and objectives so that your team understands the thinking behind the organization goals and measures
- Lead, monitor and manage operational execution of collection strategies and tactical plans
- Communicate and deliver on all performance KPI’s and measurable objectives
- Manage performance through performance agreements, reviews and appraisals
- Collect and analyze agents’ statistics to identify developmental areas
- Assessing the various ways of successfully managing staff and finding the method most suited to the business.
- Cascade down to all levels to identify KPI’s and objectives appropriate for each process / role, linking to individual performance
- Lead, monitor and manage performance reports and update daily dashboard and communicate to line manager
- Ensure adherence to IR, probation and poor performance management processes

**Quality Assurance**:

- Ensure call evaluations on selected agents and calls to maintain adherence to script disciplines

**Coaching**:

- Collect and analyze agents’ statistics to identify developmental areas
- Deliver quality coaching aligned to performance and call evaluation missed opportunities

**Leadership Competence**:

- Continuously drives to develop own skills and knowledge.
- Ensure deadlines are met
- Relevant parties are informed of deadlines
- Core values are recognized and supported
- Proactively works to meet team objectives
- Proactively escalate any matter or concern that might have implications on the business or the outcome of collection strategies and tactical plans
- Respond to inquiries at management level

**Salary**: R7,500.00 - R8,000.00 per month

**Experience**:

- Manager/Supervisor/Team Leader: 1 year (required)

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