Agent Mentor

4 days ago

Durban, South Africa Daly Credit Corporation Full time

**Position**:1x Agent Mentor

**Purpose of the Job**:
The primary function is to coach and develop Agents; to maximize collections and ensure Agents are adhering to company policies and procedures.
Minimum Qualifications and Experiences
- Matric
- Minimum two (2) years experience in coaching and development of staff. MS Office Package

**Responsibilities**:

- Listen to data voice recordings and examine the call quality.
- Identify the positives and negatives of the call.
- Provide feedback to both Agents on coaching conducted.
- Extract calls via vici-dial daily.
- Provide audit stats to immediate superior daily.
- Effectively, plan, organize, manage, and direct the activities, services and operations for Coaching and mentoring of staff within the department.
- To ensure that the KAMS are kept informed as to any unresolved issues regarding performance, debtor related queries etc.
- Staff Management
- Compiling daily feedback on agent attendance
- Updating of Attendance Registers
- Monitoring month to date progress and revert to agents
- Managing of leave requisition on ESS
- Ensure Daily productivity is met
- To monitor the dialer activity and take the necessary corrective action where necessary to improve performance
- Issuing of discipline in accordance with company policies and procedures
Competencies Required
- Attention to detail
- Accuracy
- Ability to Focus
- Target Driven
- Excellent Communication Skills
- Able to liaise with clients
- Able to work under pressure
- Enthusiastic Energetic and vibrant
- Adaptive Learner
- Ability to work in a team environment
Additional Competency
Testing
- Computer Literate in Excel, Word
- Excellent written communication and numerical skills

**Working Hours**:
Mon to Fri 07.30am to 16.30pm - Saturdays (Rostered)
overtime required as per operational needs.

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