Debt Collections Call Centre Supervisor

2 months ago

Cape Town, South Africa Ver-Tex Solutions Full time

**About Ver-Tex Solutions (Pty) Ltd**:
Ver-Tex Solutions (Pty) Ltd has solidified its position as a leading debt recovery company. Guided by the principle of respect, we are committed to treating our clients, employees, and the individuals from whom we collect debts with the utmost respect. Our professional and effective approach to debt recovery has earned us a stellar reputation in the industry.

**Role Overview**:
**Key Responsibilities**:
Ensure flawless operational execution by:

- Monitoring and maintaining a "high performance culture" throughout the organization.
- Monitoring and managing productivity through efficient leave management, including time and attendance tracking, planned and unplanned shrinkage management, and biometric capabilities analysis.
- Monitoring and managing performance through robust performance management procedures aligned with KPIs, including Performance Agreements, Monthly Performance Reviews, Mid-Month Performance Reviews, Daily Live Coaching, and Annual Performance Appraisals.
- Monitoring and maintaining high standards of call quality through adherence to call scripts and live call evaluation coaching sessions.
- Monitoring and managing poor performance management procedures.
- Ensuring performance rehabilitation of non-performing agents through refresher training and development programs and coaching sessions.
- Monitoring and managing Industrial Relations (IR) in alignment with the business code of conduct and disciplinary procedures.
- Ensuring compliance with internal policies and procedures, external regulations, and information security standards, including key compliance matters.

**Behavioral and Personal Characteristics**:

- Demonstrates high levels of self-awareness, self-regulation, motivation, empathy, and social skills.
- Maintains ethical standards and builds trust through honesty and reliability.
- Capable of adjusting to new conditions and embracing change.
- Exhibits forward-thinking leadership and effective management capabilities.
- Mindful and respectful of cultural differences, promoting inclusivity.
- Maintains strong organizational skills and communicates clearly and effectively.
- Proficient in resolving issues and making difficult decisions confidently.
- Strong commitment to managing time efficiently and meeting deadlines.
- Able to manage stress and resolve conflicts constructively.
- Capable of inspiring and motivating team members to achieve their best.
- Possesses robust coaching skills and is dedicated to the development of others.
- Demonstrates strong analytical skills and a keen understanding of business operations.

**Qualifications and Experience**:

- Minimum of 5 years of experience in call center management, preferably within the debt recovery industry.
- Strong leadership and people management skills, with the ability to inspire and motivate a diverse team.
- Excellent communication and interpersonal skills.
- Analytical and problem-solving abilities, with a focus on continuous improvement.
- Proficiency in call center software and technology.
- Computer skills (MS Office suite)
- Ability to work in a fast-paced and dynamic environment.

**Salary**:
From R8,000 or higher, based on experience, + commission structure aligned to achieved budgets.

**How to Apply**:

- If you are a results-driven leader with a passion for debt collection and operational excellence, we invite you to apply.

Pay: From R8 000,00 per month

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