Team Manager : Late Stage Collections

To manage the daily activities and driving the performance of a team of Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.

Job Description

To manage the daily activities and driving the performance of a team of Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.

Manage Daily Operations:

• Provide visible and clear leadership to the team promoting a culture of high performance standards and customer centricity.
• Provide effective leadership to team members in order to achieve optimal efficiency of the department and to build a cohesive and well-motivated team.
• Supervise, lead and performance manage team.
• Manage measurement standards for the improvement of performance and operational effectiveness.
• Resolve customer complaints and queries.
• Ensure acceptable levels of delinquency and minimise write-offs by directing employees in the management of their queues.
• Implement monthly recognition plan – ways to keep morale and team motivated and inspired.
• Manage staffing forecasts and WFM schedule requirements.
• Manage adherence to Collections Policy & Procedures.
• Implement team/department goals and objectives.
• Daily preparation for EMT session and clearly share objectives that need to be covered.
• Review statistics – Actual vs target, debit order incompletes and on hold to be worked daily.
• Complete service stats (week on week and month on month comparison).
• Demonstrate continuous effort to improve operational processes, work cooperatively and jointly to provide quality customer service/experience.
• Review of delinquent accounts - Opening vs closing accounts for your service.
• Organise workload to the degree and amount of delinquency including manual trace efforts.
• Identify potential fraud and manage special accounts.
• Conduct daily checks on the floor i.e. IR & any other behavioural checks & presence monitoring.
• Manage waybill and overtime/special time to payroll.
• Action administrative tasks within SLA.

Coaching & Mentoring of Team

• Conduct weekly one-on-one meetings with members of the team to identify any areas of concerns and implement appropriate corrective actions.
• Identify training needs and ensure adequate training and coaching takes place.
• Skill team to negotiate effectively to rehabilitate arrear accounts – through continuous coaching.
• Upskill team in resolving escalated customer queries.
• Develop the team through motivation, counselling, soft skill training and product knowledge education.
• Conduct QA audits for all agents on a weekly basis.

Team Administration

• Ensure new starters effectively transition into the team.
• Conduct probation review meetings during first 3 months of employment.
• Address any behavioural concerns in line with the Company’s Disciplinary Policy.
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis.
• Ensure all leave transactions are processed on ESS.
• Manage waybill and overtime/special time to payroll.
• Manage the termination process for employees leaving Tenacity.

Team Performance, Monitoring and Reporting

• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews.
• Set, track and report on individual targets for each agent within the team.
• Collate and effectively utilize reports for performance management of department KPI’s.
• Conduct monthly performance reviews with team.
• Address any underperformance in line with the Company’s Performance Improvement Policy.

Resources & Capacity (People and System)

• Manage staffing forecasts and requirements.
• Ensure effective recruitment practices when employing new employees.
• Ensure the team has the resources and tools to perform what is expected of them.

Job Requirements

Experience

• A minimum of 5 years’ experience within the call centre environment.
• 3 years’ experience in a similar role.
• Experience in Employee Relations, Poor Performance and Absence Management.
• Experience in leading and managing teams of at least 12 people.

Qualification

• Grade 12.

Functional Knowledge & Skills

• Knowledge and understanding of call centre processes and methodology.
• Knowledge and understanding of the Retail Credit Account Management business.
• Ability to effectively, clearly and convincingly communicate at all levels in the company and with customers and suppliers (both verbally and in writing).
• Efficient in MS Outlook, MS Word, MS Excel.
• Knowledge of the account management principles and an understanding of the consumer credit/retail credit environment.