Collections Team Leader - Call Center
Full Circle Contact Centre Services (PTY) LTD
Cape Town CBD, Western Cape, ZA
12d ago
source : Careers24

Our Team Leaders are the heartbeat of our business. Team Leaders are responsible for the daily support and guidance of a team, which includes motivating, rewarding, coaching, and developing the team, to deliver on our combined company and customer centric values.

Leadership and supervision Ensure delivery of client KPIs and provide daily feedback on overall performance to the team Complete monthly 121s against the agreed KPIs Manage day to day Service Levels Manage and coach advisors to provide great customer experience, meet quality measures with appropriate compliance requirement Provide real-

time support to customer service advisors for queries and problems including temporary work activity support Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality Measures and targets to be agreed by TL / OM for each specific unit Achieving the attrition, absence and adherence targets Ensuring accurate payroll management and minimizing administration errors and overpayments Supporting where required with the Recruitment and L&D team to define specific recruitment and training needs The continuous identification and implementation of operational best practice through interaction with the wider Capita team Ensure that Performance Management process is implemented for team members and agree on development plans Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings Ensures that all Human Resources policies and procedures are observed Client Services Ensure team performance is in line with our clients KPIs May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered Quality assurance Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark and also Customer scored CSAT metrics Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1 : 1 and team based sessions Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service and the agreed Quality Framework Manages ongoing performance in line with Performance Management structure and Training & Competence scheme Campaigns and products Ensures they are kept up to date and shares regular updates on client process and changes Is fully aware of client process and procedures to a standard that allows them to deal with customer queries Is capable of handling escalated customer queries Hours of work shifted hours Monday Saturday no Sundays.

Subject to change based on operational requirements. Implementation of Guidance and Policy Implements, maintains and manages the cascading of all relevant Capita policies & procedures to team members Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site Implement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others Minimum Qualification : Matric (Completed) Criminal and credit clear Minimum / Preferred Experience : 1-

3 years Team Leader experience within a collections environment

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