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.
• 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.
Matric Experience
Previous call centre collections supervisory experience (minimum of 3 years) essential
Desirable to have experience and knowledge of Vision Plus
Essential Competencies: • PC literacy (Word, Excel, Outlook Behavioural: • 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
