The Credit Operations Supervisor is responsible for leading and developing a team of 16 Agents to achieve business objectives, conversion targets, service standards, and operational performance requirements. The role focuses on driving team productivity, coaching and performance management, workforce planning, and ensuring compliance with company policies and processes.
Operational Leadership
- Supervise and support a team of Agents to achieve sales conversion and service objectives.
- Monitor daily operational performance and take corrective action to address performance gaps.
- Manage workforce scheduling and resource allocation to ensure optimal service delivery and productivity.
- Ensure adherence to operational processes, quality standards, and compliance requirements.
Performance Management
- Monitor individual and team performance against key performance indicators (KPIs), including conversions, productivity, quality, and service levels.
- Conduct regular performance reviews, coaching sessions, and development discussions.
- Identify training needs and implement appropriate coaching and development interventions.
- Drive a high-performance culture through regular feedback, recognition, and accountability.
Reporting and Analytics
- Analyse operational dashboards, reports, and performance metrics to identify trends and improvement opportunities.
- Prepare and communicate performance insights and recommendations to management.
- Use data-driven decision-making to improve operational efficiency and conversion performance.
People Management
- Lead, motivate, and develop team members to maximise engagement and performance.
- Manage attendance, conduct, and performance issues in accordance with company policies and procedures.
- Support recruitment, selection, onboarding, and retention initiatives within the team.
- Foster a positive and collaborative team environment.
Continuous Improvement
- Identify opportunities to improve processes, customer engagement, productivity, and operational effectiveness.
- Support the implementation of operational initiatives and change management activities
Minimum Requirements
- Matric (Grade 12) or equivalent qualification.
- 2–3 years experience in a supervisory or team leadership role.
Preferred Requirements
- Proven experience in performance coaching and team development.
- Experience managing conversion targets and service-level performance.
- Working knowledge of workforce management and performance reporting tools.
Technical Knowledge
- VisionPlus
- Presence
- Tableau
- Contact centre performance management and reporting systems
Competencies
- Leadership and people management
- Analytical and problem-solving skills
- Communication and interpersonal skills
- Customer and service focus
- Continuous improvement mindset
