Collections Shift Manager
2 weeks ago
mrpmoney is looking for a Collections Shift Manager to manage and lead their collections department.
The ACS Collection Shift Manager will be responsible for ensuring that production requirements are fully catered for in order to assist the Collections Manager in reaching performance objectives
Qualifications: Grade 12 NQF level 5 and above in the relevant field of study (advantage) 3- 5 years’ supervisory/management experience in unsecured collection and recovery contact center Strong leadership and interpersonal skills with an ability to influence at all levels Knowledge and Understanding of Collections Processes; Financial Services; POPI Act; National Credit Act (NCA); Debt Collections Act
-Must be able to work night shift working hours (11h00 - 20h00 )
Responsibilities: Supports the collections manager Lead a group of collections team leaders to ensure targets are being met (a passionate team approx. 25 - 30 associates including collections agents. Final recruitment and selection of associates Ensuring that all associates are properly trained and have the required skills Setting monthly performance targets Monitor associate performance/efficiencies by making use of relevant software Manage the workplace culture, to ensure the Group’s values of Passion, Value and Partnership are lived. Provide training to associates to maintain high customer service standards Ensure that associate call quality is monitored and in line with divisional expectations Ensure that all administration requirements are dealt with timeously. Review and enhance current procedures, and identify any administrative inefficiencies. Make sure that all daily, weekly and monthly operations reports are available. Ensure an understanding of the various functional areas of the business and how each of these contribute to the implementation of the company strategy Build a high performance team of highly engaged and empowered associates through mentoring, coaching and development and ongoing feedback
-Partner with HR to ensure that appropriate action is taken when managing associate misconduct or poor performance.
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