Cape Town: Call Centre Collections Team Leader posted by Lewis Stores (PTY) Ltd

Key Responsibilities:

• Manage and assist with collection projects
• Implement appropriate collection strategies and campaigns
• Load campaigns; send emails/smss, monitor productivity and provide daily stats
• Conduct call audits and provide coaching
• Conduct High Risk calls/queries and escalating to the relevant departments
• Compile, analyze and submit reports to Management
• Manage and maintain payments on various systems
• Manage and maintain Collection systems
• Manage the collection staff
• Monitor staff time keeping and absenteeism etc.
• Monitor Agent: – Productivity, Collections, talk time and debit orders
• Manage poor performance

Competencies:

• Must be knowledgeable in collections campaign management in terms of predictive and manual dial

Behavioural Requirements :

• Communication and written skills
• Leadership
• Problem Solving
• Analytical Thinking
• Conflict Management
• Strategic Thinking
• Time Management

Key Requirements:

• Grade 12
• Debt recovery qualification will be an advantage
• Must be knowledgeable of managements and dialer capability
• Must have at least 2-3 years Supervisory / Team Leader experience in collections
• Experienced in various payment channels
• Be able to work under pressure
• Computer literate sound excel knowledge will be an advantage
• Knowledge of Excalibur and CAS will be an advantage
• Fluent in the English and Afrikaans language