Debt Review Team Leader

2 weeks ago

Durban, South Africa Debt Solution SA Full time

Debt Solutions SA is seeking passionate and goal-oriented Call Center Team Leaders in our Sales division to join our growing team at our branch in Cowey Park Center.

At Debt Solutions SA we offer major opportunities for growth, allowing you to advance your career to the next level as well as your earning potential.

We offer:

- Basic Salary R6500 Neg
- Additional Bonus For Attendance of R500
High earning potential with a Lucrative comm structure of up to R15000

**Responsibilities**:
Ensure sales requirements are met inclusive of targets

Meeting weekly and monthly KPIs and targets

Dynamic Team Management

Assisting agents to achieve set targets through

Objection handling

Script adherence

meeting quality standards

Coaching and development

Mentoring

Monitoring

Sales tracking

Adhere to call evaluation process

**Requirements**:

- Proven experience as Team manager (min 3 years exp in sales, preferably Debt Review Management /Debt counselling
- Excellent Leadership skills with a problem-solving ability
- Positive and patient
- Excel, word proficient
- Detail orientated and reporting skills
- Matric with English & Mathematics
- Minimum 3 years team leader experience in a call center /banking/ financial environment
Debt Review Experience advantageous

Knowledge or Skills
- NCA (National Credit Act).
- NCR (National Credit Regulator).
- Debt Review Process.
- POPI (Protection of Personal Information).
- Consumer Protection Act (CPA)
- Understanding the debt review process
- Identifying clients struggling over-indebtness
- Able to work overtime when required, Public Holidays included.
- Must be able to work from 08:00 to 17:00pm and Saturdays as per company requirements in line with workforce planning & company requirements.
Expectations
- Leading a team within the Outbound and Debt Review call centre to meet business requirements
- To guide and support team members
- Develop and maintain the sales team
- Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
- Driving operational and technological efficiencies within the team
- Managing the daily running of the team
- Monitor team members performance against target on a day to day basis, and implement changes where applicable
- Ensure the individual team member's service standards are adhered to, e.g. meeting and exceeding Targets.
- Handling difficult customer complaints or enquiries
- Drive quality control and ensure corrective action are taken where required
- Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
- Forecasting capacity against plan on a weekly/monthly basis
- Ensure adherence to the operational policies and procedures
- Participating in the recruitment and selection of staff
- Monitor performance on regular basis and provide constructive feedback
- Pro-actively encourage high performance at all times
- Ensure all staff issues are dealt with appropriately and within a timely fashion
- Ensure all daily, weekly and monthly workloads are completed
- Motivating, developing and retaining staff
- Identifying staff training needs and planning of training sessions
- Adhering to all HR policies and procedures
- Monitor performance on regular basis and provide constructive feedback
- Pro-actively encourage high performance at all times
- Ensure all staff issues are dealt with appropriately and within a timely fashion
- Ensure all daily, weekly and monthly workloads are completed
- Motivating, developing and retaining staff
- Identifying staff training needs and planning of training sessions
- Adhering to all HR policies and procedures
- Conform and adhere to Safety, Health and environmental legislative requirements.
- Report any health and safety concerns/incidents in the workplace to the manager / health and safety
- Assist the company to establish and maintain a fully compliant healthy and safe work environment.

**Responsibilities**:

- Develop Staff, Training and Coaching
- Support Staff, Handle escalations, Provide answers and guidance to staff
- Developing objectives for the Agents day-to-day activities
- Collecting and analyzing the Agents statistics
- Evaluate performance with key performance indicators
- Provide reports and feedback to upper management

Team Leaders will be responsible for the day-to-day running and managing of their team members.

The Team Leaders will also be responsible for setting targets, implementing guidelines. Ensure that all Debt Review Agents have clarity on what the company expectations.

We would like to employ efficient, reliable and professional Team Leaders

COVID-19 considerations:
No Mask No Entry

**Job Types**: Full-time, Permanent

**Salary**: R7,000.00 per month

COVID-19 considerations:
Please ensure you wear a mask at all times whilst attending your interview

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