Collections Team Leader (Late Shift) - HomeChoice
HomeChoice Holdings Limited
Southern Suburbs (Cape) ZA
1d ago

Revenue and Efficiency

  • Ensure that the team and the agents’ key performance targets are met in line with business requirements
  • Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
  • Set and maintain production standards and targets in line with departmental requirements
  • Meet team efficiency targets as per KPA requirements for department
  • Ensure that an exceptional customer experience is consistently achieved

  • Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained
  • Promote excellent customer service orientation within team of Agents and across the wider business
  • Continuously improve customer experience and service delivery statistics
  • Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity
  • Ensure service level agreements are adhered to

  • Ensure that the departments service level agreements are in place and are achieved
  • Constantly engage with management regarding any challenges identified to mitigate through appropriate measures
  • People management

  • Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
  • Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
  • Foster an environment that encourages and rewards innovation and challenges current methodologies
  • Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
  • Initiate and participate in motivational team and departmental activities
  • Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
  • Ensure all agents follow the leave management process and that all leave has been captured and approved
  • Identify and manage behaviour in line with prescribed legislation and company policies and procedures
  • Reporting

  • Capture required data in order to ensure all systems are up to date and accurate
  • Manage and track the team’s performance hourly, daily, weekly and monthly
  • Provide accurate reports in line with the departments requirements
  • Identify adverse variances and / or negative trends and proactively develop action plans to address this
  • Provide operational feedback to the Management team by identifying trends through data analysis
  • Quality control

  • Monitor calls and provide relevant feedback for improvement
  • Conduct regular coaching in order to improve quality of service delivery
  • Take appropriate action when quality standards are not met or upheld
  • Projects

  • Participate in any projects as per the agreed KPA
  • Assist with the implementation and optimization of projects and assignments
  • Motivation

  • Initiate and participate in motivational team and departmental activities
  • Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
  • Complete motivational tasks within the required timeframes
  • Shifts

  • Monday to Friday from 16 : 30 to 21 : 00 (on days where the shift ends at 21 : 00 transport is provided)
  • Saturdays from 10 : 00 to 15 : 00
  • Public Holidays from 08 : 00 to 15 : 00
  • Please note :

    Applications close on the 17th September 2018

    Requirements

    Qualifications & Accreditations

  • Grade 12 / Matric or Equivalent
  • A relevant tertiary qualification would be advantageous
  • Experience & Skills

  • Minimum of 3 years’ experience within the Collections industry in a Contact Centre environment
  • Must have at least 1 to 2 years’ experience in leading a team within a target driven environment
  • Competent in MS Office packages, particularly MS Word, Excel and Outlook
  • Clear credit and criminal record
  • Effective communication skills (verbal and written)
  • Must be available to work shifts, weekends and public holidays
  • Attributes & Behaviours

  • Strong motivational and leadership abilities with a positive attitude
  • Effective decision making and problem solving abilities
  • Deadline and target driven
  • Recognise opportunities for improvement and use initiative to introduce them
  • Excellent interpersonal and communication (both verbal and written) skills
  • Ability to work independently as well as within a team
  • Excellent planning and organisational skills with a proactive approach
  • Attention to detail and the ability to interpret data
  • Resilient and change orientated
  • Work Level Mid-Level Type Permanent Salary Market Related EE Position No

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