Cape Town City Centre: Call Centre /Collections Supervisor – Northern Suburbs,, Cape town

My client a leading and well-known company based in Cape town requires the services of a Call Centre / Collections Supervisor as soon as possible. Main function of this position is to maximise collections, manage/reduce the arrears, and minimise losses to the Company. In addition, this position focusses on coaching, mentoring & training the Collection Agents and monitoring their performance to set targets Key Results Areas Collections Ensure effective execution of approved collection strategies and develop and implement operating plans to support these strategies. Set and drive team and individual monthly, weekly, and daily targets and KPIs to effectively manage performance levels. Ensure that Collectors negotiate effectively with customers in line with payment amount as per terms of mandated campaigns. Set monthly collection incentives. Identify & resolve system queries relating to collections & debtor””””””””s book. Ensure effective queue management. Drive the resolution of FPDs, Trace and PC queues via the branches. Conduct regular QA audits per Agent and develop action plan to improve performance. Ensure that weekly and monthly performance reviews are conducted, and action plans formulated to improve performance External Collections Ensure unresolved outstanding balances are promptly handed over to the External Debt Collectors. Monitor and measure progress made with collection matters that are handed over. Resolve queries from External Debt Collectors timeously. Generate monthly external vendor invoices for sign-off by the Department Head Optimization of work processes Be the escalation point for complaints and regulatory referrals and assist in the timely resolution of customer queries. Follow up, collaborate, and build partnerships with internal stakeholders (BMs, Sales, Credit Clerks & Service Specialist) to achieve shared objectives. Design and document internal credit collection processes. Improvement / Innovation: Identify shortcomings in existing processes, systems and procedures, and use established ways to address them Compliance Provide guidance and training to Collectors on interpreting and understanding company policies and procedures, regulatory codes, and relevant legislation. Identify, within the team, instances of non-compliance and implement training and/or apply remedial action where necessary Analysis & Reporting Provide input and improvement recommendations for existing and future collection strategies by consulting with customers, collection agents and internal stakeholders feedback to generate ideas about new collections approaches Report on collections metrics and suggest improvements. Report on collection campaigns and suggest improvements. Research and discover methods to increase collections revenue. Evaluate overall team performance and individual performance (PTPs, Collections, calls, RPC, projections) and provide feedback to the Head of Department Staff Management Measure and manage the performance of direct reports. Set clear targets and levels of work required from staff. Allocate/delegate duties to staff. Hold regular, effective team meetings Allocate, plan and monitor staff leave. Handle and/or resolve any employee disciplinary and/or grievance issues. Assess staff training needs & provide training/couching as appropriate. Identify the human resources required and, in conjunction with HR, recruit and train new staff members to ensure continuity and sufficient capacity Requirements: Minimum Grade 12. Relevant tertiary qualification would be a strong advantage (diploma or degree in Commerce, Credit, and Business Administration etc.) and/or relevant Call Centre industry training/qualification. Minimum 5 years experience in a collection call centre. Minimum 3 years experience in the position a Call Centre Team Leader/Supervisor . Proven track record of managing poor performance. In-depth understanding of collections call centre processes and systems. In-depth knowledge of collections call centre performance metrics. Sound knowledge of relevant legislation: POPI Act, Debt Collector Act, National Credit Act, Consumer Protection Act and relevant Codes of Conduct and Good Practice. Fluency in English & Afrikaans is essential. The ability to understand and converse in multiple official, African languages would be a distinct advantage. Drivers License. Clear Credit and Criminal records. Proficiency with technology, especially computers, software applications, and phone systems. Strong skills in the use of Microsoft Office products, particularly Excel