Call Centre Debt Collection Supervisor – TFCS-6-16
Location: Pretoria East
Salary: Market related
Reporting to: Collections Manager
Direct reports: Team of debt collectors
Our Client is a company in the micro finance industry with a national footprint. They require the services
of a Collections Supervisor at their Office in Pretoria (Silverton area).

Requirements
At least matric
Relevant tertiary qualification will be advantage (A course and certification in collection methodology will be beneficial)
At least 3 years’ + experience in the collections environment in the role of a supervisor
At least 1 year proven management experience

Main responsibilities
1. Collections management
• Ensure that the collections strategy is agreed, signed-off and implemented
• Set collections targets (includes collections, quality, productivity)
• Ensure allocation of accounts to collectors based on the prevailing strategy
• Ensure that your team’s targets and service benchmarks are communicated and achieved
• Maximise productivity and effectiveness of technology and collectors
• Monitor, measure and motivate the respective team of collectors
• Act as point of escalation to respond to Debtor and Customer queries or complaints
• Develop and maintain positive working relationship with other colleagues, subordinates and management
• Manage staff work allocation schedule including planned and unplanned absences
• Ensures that agreed targets and associated budgets are achieved
• Ensures Team Profitability is achieved
• Ensures ongoing allocation of accounts to collectors based on the prevailing strategy
• Ensures that business processes are managed timeously such as uploads, downloads, payment processing and reporting
• Deals with queries promptly
• Duties are completed by the deadlines agreed without having to be prompted
• Audit, review and resolve queries in the respective logs containing customer related queries, requests for services such as judgement rescission notices etc.
• Ensures that teams are compliant to legislative requirements
• Identify and assist in recruiting suitable candidates for collections
• Ensures team is adequately staffed/right capacity – right number of agents per account ratio
• Ensures that candidates recruited meet the job requirements and that company procedures are adhered to

Performance management
• Set ongoing performance targets
• Facilitate ongoing monthly performance reviews
• Analyse performances by collectors within the team and provide required feedback to Management –
performance reporting (weekly and monthly)
• Undertake disciplinary action where required
• Identify and communicate training requirements / gaps based on performance analysis / reviews
• Improved / maintained performance in the area managed
• Communicates the expectations and goals to the staff
• Facilitates ongoing performance management of collectors
• Facilitates performance coaching sessions with team members
• Audits and identify the strengths and weaknesses of team members and ensure corrective measures are introduced
• Ensures that verbal and written communication is correctly and effectively communicated.

Quality management
? Ensure quality control processes and procedures are adhered to:
? Collections call structure adhered to
? Appropriate probing and negotiation tools being used to achieve RPC and secure PTP’s
? Data ethics sufficient/to standard
? Collectors maintaining professionalism to company standards
? Walk the floor, listening and auditing all calls and processes – provides immediate support to collectors
? Audit recorded calls via quality management system, records results and coaches’ collectors on gaps. Ensure necessary coaching log and documentation kept.
? Ensure that the Agents have all the tools required to assist them in performing their roles
? Assist QA and Training to produce required documentation for ongoing training and support of collection processes
? Develop and maintain positive working relationship with external parties and clients.
? Ensure that all outgoing communication is worded correctly and compliant to company standards and branded appropriately
? Quality scores for the areas translate into the standard required
? Quality standard improvement / maintenance
? Delivery of high level of customer service in the area
? Area manages inbound and outbound calls and processes effectively
? Delivery of requests within agreed timescales
? Ensures that business quality policy rules and procedures are adhered to
? Ensures Product Training requirements are managed
? Ensures letters and communication documentation is created, agreed, signed off and implemented and appropriate templates/forms are used
? Ensure productivity of collectors/area managed

Productivity management
? Targeted number of fixed arrangements per collector met
? Targeted number of fixed arrangements for the team met
? Targeted number of matters worked per collector met
? Targeted number of matters worked for the team met
? Productivity targets for area achieved and/or maintained and/or improved


Personal competencies:
• Persuasiveness
• Sound communication and negotiation skills
• Supervisory skills
• Ability to wok under pressure
• ability to manage conflict,
• team Player,
• proactive,
• planning/organizational ability,
• sound time management,
• sound understanding of collections area/processes/technology,
• good understanding of the Debtors,
• Magistrate Act and National Credit Act and supporting regulation,
• good understanding of the Credit Bureau/s and the nature of bureau data;
• Have a working understanding of ratio’s required to measure and monitor performance
• Excellent oral and written communication skills are required to be an effective collection supervisor as clear interactions between staff, customers, and management, are imperative for the operation to be profitable and successful
• Strong office software experience Word, Excel, PowerPoint, Outlook
• The adeptness in dealing with different levels of management and personnel to identify and resolve conflicts,
• Communication and monitoring of outside agencies and to identify special problems or circumstances,
• Well-developed people skills,
• Knowledge of basic computer software programs,
• Experience in the use and management of collection software,
• Strong analytical skill – Excel or reporting,

Disclaimer and Basic Requirements:
• South African citizenship is a pre-requisite
• Relevant previous experience is essential
• Communication will be with short-listed candidates who meet the requirements. Therefore, if you do not receive any feedback on your application within 3 weeks, please consider your application unsuccessful.