The Team Manager: Middle Stage Collections is responsible for meeting the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision of operations and employee activities of the Collections Team.
Manage daily operations
- Develop and implement programs and procedures to improve collector and collecting productivity
- Manage measurement standards for the improvement of performance and operational effectiveness
- Resolves customer complaints and queries
- Ensures acceptable levels of delinquency and minimises write-offs by directing personal in the management of their queues
- Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
- Implement section goals and objectives
- Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
- Review delinquent accounts
- Manage staffing forecasts and WFM schedule requirements
- Identify potential fraud and manages special accounts
- To action administrative tasks
Coaching and mentoring of team
- Identify training needs and ensure adequate training and coaching takes place
- 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 is processed on ESS
- Manage the waybill and overtime/special time to payroll
Team performance, monitoring and reporting
- 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 & systems)
- 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
Qualification
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
Functional Knowledge and Skills
- Knowledge and understanding of Collection processes and methodology
- Knowledge and understanding of the Retail Credit Account Management business
- Knowledge of the NCA as applicable to the collections environment
- Knowledge and understanding for the various legal processes pertaining to the Collections environment
- 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
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