24 Oct
Nutun
Sandton
Purpose of the role :
To instill and drive exceptional team performance culture by actively inspiring and motivating the team to payment goals. The work environment is fast-paced, and the team leader often moves from one task to another, answering questions, holding meetings, coaching & training collectors, and acting as an encouraging voice.
NB : Please note that this is a NIGHTSHIFT role.
Minimum requirements (Qualifications and Experience):
- Grade 12/ Matric.
- A Degree/Diploma in any related field will be an added advantage.
- 3+ years of Collections work experience in a Contact Centre Recoveries.
- 1+ years Team leader experience in a target driven environment.
- Proficiency in MS Office and adept in Google suite.
- Proven Product knowledge & System(s) competence.
- Own vehicle is preferred due to International hours and seven-day operation.
- Must have experience (with the flexibility) in working International shifts from South Africa.
Key Responsibilities :
- Responsible for supervisory support, coordinating the Collection team, supporting Collection Reps, and ensuring Collection targets are met and exceeded, in line with delivery dates.
- Take ownership and drive overall performance and manage the end-to-end processes.
- Ensure efficiency of Collection productivity and hourly performance activities.
- Report on performance of team members and mission-related goals.
- Produce reports to gauge output per sales Rep.
- Improve Collection process insight and adherence through call analysis.
- Recruit, Train, and Coach the Collection Team.
- Motivate team members and manage attrition.
- Monitor Collection Reps' activities on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide documented individual coaching and feedback sessions to Collection Reps to enable higher conversion ratios.
- Assist new hires such that they are settled on the floor in the shortest possible time frame.
- Client Interactions, where required - Daily/Weekly/Monthly.
- Ensure compliance with internal policies and procedures, external regulations, and information security standards.
- Collect and provide data required for various audits.
- Plan and manage performance, skills development, talent, and culture of team in-order to improve innovation, achieve efficiencies and increase competencies.
- Hold regular team meetings with minutes.
Technical Competencies required:
- Proven ability to compile and manage data - attention to detail; data integrity management; confidentiality.
- Report writing using various MS Office apps (i.e.MS Excel, MS Word, and MS PPT).
- Adept in Google Suite applications (G-Sheets, G-Docs etc).
- Quality and Coaching.
- Researching; ability to search, locate, organise, evaluate, and present information.
- Critically Listening and analysing Collection call recording.
- Efficiency (e.g. PPH, Utilization,RPC, GDPH).
▶️ Collections Team Leader (International)
🖊️ Nutun
📍 Sandton