Call Centre Supervisor

Location
Hyde Park, B-2196
Salary
Market related
Posted
08 May 2018
Closes
22 May 2018
Ref
LCCS01
Function
Supervisor

Company Transaction Capital Recoveries

Reference # LCCS01

Published 08/05/2018

Contract Type Permanent

Salary Market Related

Location Hyde Park, Gauteng, South Africa    

Introduction

To manage and support the Call Centre Agents in achieving their set input and output targets. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance and growth.

Job Functions Call Centre    

Industries Financial Services  

Specification

Supervising Call Centre delivery
Supervising service delivery within the pre-defined call centre standards
Creating a positive environment conducive to increased performance of Call Centre Agents and assisting them in achieving their daily, weekly and monthly input and output standards
Analysing Call Centre Agents performance to ascertain areas for improvements
Executing collections campaign strategy to achieve set standard

Quality Management
Identifying gaps between the set input and output standards
Analysing the reasons for not meeting set input and output standards and provide solutions 
Implementing corrective action to achieve required quality standards
Administering quality employee files by preparing files for the Call Centre Agents who will be audited and coached
Maintaining and ensuring that all documents relating to the Call Centre Agent is up to date and accurate
Liaise with the Quality Evaluator and utilize the recommendations provided
Implementing action plans to achieve required input and output standards: 
Collections
PTP Captured / Kept
D/O Captured
% Talk time 
Manager’s Authorization & Cancelation of Debit Order

Reporting
Interpreting and analysing quantitative data for operational reports
Analyse and report findings relating to team performance and campaign implementation and execution in a clear and concise manner to relevant stakeholders 
Providing innovative recommendations to improve performance, quality and positive behaviour
Compiling, interpreting and communicating ad hoc reports/statistics

Quality Coaching
Conducting 3 quality audits with the required coaching documents, per Call Centre Agent per month
Coaching and providing feedback to Call Centre Agents on their individual performance
Documenting findings from the quality call evaluations for Call Centre Agents onto an action plan with specific focus on quality development utilising the quality templates available on the shared drive 
Presenting all training issues to the Productivity Manager and the Quality Manager
Preparing and planning for the specific coaching session that is required to take place with the Call Centre Agent i.e. logistics etc.
Obtaining sign off for the action plan by the Call Centre Agents

People and Performance Management
Identifying skills gaps and providing targeted coaching and training in order to improve performance
Developing skills and knowledge of Call Centre Agents through assessing and communicating performance 
Conducting real-time monitoring, identifying problem areas and planning action to improve performance
Initiating and managing the ERM process to deal with poor work performance
Ensuring capacity planning is done on number of Call Centre Agents versus campaigns loaded
Reviewing and managing leave reports, identify and rectify exceptions
Ensuring leave is updated and boxes cleared for team under management
Responsible for the reinstatement and termination of employees
Identifying vacancies and follow correct procedures in ensuring vacancy is filled

Technical:
Business Acumen
Knowledge and understanding of:
oCollections processes 
oNCA
oDCA
oERM process
Knowledge and understanding of MBD Credit Solutions systems:
oCheetah
oESS
oInteractive
oPAWSS
oStaff query system

Behavioural:
Exhibit (RICI)
Analytical
Client centric
Results and deadline driven
Resilience 
Team-player
Multi–tasking 
Consistency
Communication (verbal, listening and written)
Leadership skills
Conflict management skills

 

    Requirements

Grade 12
Proficient in MS Office 
Relevant Call Centre Certificate/Diploma (added advantage)
1 - 3 years experience in a Collections Call Centre environment
Coaching experience (added advantage)

Job Closing Date 22/05/2018