Credit Operations Supervisor - Collections (Pretoria)

Job Description

We are looking for someone to lead, guide, develop, support and manage a team of Collectors, while ensuring that key performance requirements are achieved and delivered in line with operational requirements, processes and systems

Key Responsibilities

Driving monthly, weekly and daily KPI’s to effectively manage performance levels. Ensure accurate capacity planning and scheduling of staff. Identify/evaluating development areas and implementing effective training to improve performance. Construct and apply action plans to improve performance by providing feedback and coaching to staff. Manage poor performance by applying Truworths poor performance process effectively and ensuring that appropriate actions are in place if benchmarks are not achieved. Identify through capacity planning, resources that are required and inform HR team to ensure that the relevant recruitment takes place in advance. Managing the daily work flow processes, ensure that all employees have an understanding of the KPI’s in place to effectively manage performance levels. Manage absenteeism and late coming across all teams & apply the IR disciplinary process for collectors when the appropriate. Analyse daily, weekly and monthly reports via dashboards and daily team collectometer and instil appropriate action plans where gaps are identified. Responsible for call monitoring ans ensure that feedback is given to your team. You will be required to work night shift on a rotational basis as per the Supervisor late shift roster. Create and drive motivation through fun activities/themes and actively participates in ACE

Qualifications and Experience

Matric Previous call centre collections supervisory experience (minimum of 3 years) essential Desirable to have experience and knowledge of Vision Plus

Competencies

PC literacy (Word, Excel, Outlook Exceptional verbal and written communication skills Strong people skills Pro-active and energetic Highly service orientated and results driven Must be able to multitask and make decisions Organised and methodical