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Collections Team Leader

Job Ref
240517
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 9 Apr 2014
Expiry Date 30 Apr 2014
* There have been 2 applications to this job.
* This job has been viewed 1760 times.
Employer:
Lemon Zest Consulting

Location:
Western Cape

Salary:
Market related

Benefits:


Role details:
The Team Leader is responsible to manage and organise a team of Consultants and Team Support Consultants within the Credit Op’s Collections Call Centre. This will include delegating tasks or workflow within the call centre, managing consultant productivity and performance, as well as resolving any escalated customer complaints which may arise within the centre. The duties will also include communicating with other departments and individuals within the organisation and the production and distribution of reports and all ER (employee relation) related documents. The Team Leader will, independently, also supervise the Call Centre on weekends and public holidays.
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1. Performance Management
• Clear and updated team KPI’s;
• Monitor and interpret team KPI’s;
• Maintain Call Centre KPI Reports;
• Daily performance feedback discussions with TSA’s and Consultants;
• Advise on appropriate corrective actions to address non-performance (see step-by-step HR guideline);
• Monthly Performance discussion with Consultants;
• Coaching and mentoring of Consultants for performance improvement

2. Quality Assurance
• Regular QA of Consultants calls;
• Schedule QA of Consultants calls, including ad hoc requests;
• Monitor and interpret Team QA Reports;
• Advise on appropriate actions to address QA results;
• Daily interaction with QA section re consultant feedback & system enhancements

3. Safe, healthy and positive working environment
• Ensure Consultant in team has proper infrastructure and equipment to optimally perform tasks;
• Advise and actively participate in building a supportive and positive work culture;
• Act as SHE Rep within Call Centre;
• Actively involved in co-ordinating monthly themes




4. People Management
• Monitor volume and resources and advise Call Centre Manager on HR needs;
• Identify Consultant training and development needs;
• Consultant performance management;
• Advise and give input on Consultant recognition and reward programmes;
• Monitor shift & break adherence and advise;
• Ensure compliance to call centre house rules & code of conduct;
• Conduct back to work interviews; Conduct weekly team meetings;
• Proper capturing & recording of absenteeism and other HR stats and forward to HR department;
• Ensure all Consultant documentation is forwarded to HR for safekeeping on Consultant personal file;
• Update electronic and manual files on Consultants personal information;
• Attend all training sessions;
• Ensure new training material produced is effectively implemented

5. Financial Management
• Safe keeping of team assets

6. Leadership and Teamwork
• Provide leadership and direction for team;
• Ensure effective teamwork;
• Contribute as a member of Call Centre Team;
• Take responsibility for Call Centre in absence of Manager

7. Workflow Management
• Ensure staff members are provided with the relevant workflow allocation as required by the work demand;
• Advise and give input on workforce planning process;
• Monitor daily Call Centre workflow requirements;
• Ensure staff members follow correct workflow processes and procedures

Qualifications:
BTech Degree or relevant qualification

Experience:
3 years call centre experience
Managing 20 staff for at least one year



 
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