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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
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:
- - - - - - - - - - - - - -
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