Call Centre Team Leader Collections - Randburg Verfied

Salary Negotiable Randburg, Gauteng Randburg, Gauteng more than 14 days ago 11-12-2014 10:53:53 AM
08-01-2015 10:53:53 AM
Must have previous Call Center Collections Experience

Tasks and Accountabilities

This section sets out the main duties and responsibilities of the Supervisor’s position. This list is not exhaustive and will be adapted to align to the requirements of the Organization from time to time. We do however undertake to make these changes in consultation, as set out in the Performance Policy of NDS.

1. Managing the Team

• Keep track of attendance, daily productivity performance, authorized leave as well as sick leave for each agent in your Team:
o Ensure HR Administration is accurately updated with the agent’s attendance and leave.
o Any unauthorized leave taken by your Team is addressed in the appropriate time frame within the scope of NDS’s Leave Policy as contained in the “DISCIPLINARY CODE AND GRIEVANCE PROCEDURE” (You are expected to be well versed with this procedure document)
o Disciplinary action on all unpaid and abuse of leave privileges to be handed in to the Portfolio Manager to sign off with the leave form
• Create and accurately maintain files on each agent as they relate to attendance, performance reviews, development plans, and coaching sessions.
• Perform at least Call Quality Assurance evaluation with each agent every week:
o Spend an appropriate amount of time monitoring the agent in order to accurately provide feedback;
o Regularly interact with the Quality Assurance Officer in order to obtain feedback to be used in the coaching sessions with Agents;
o Spend 20 to 30 minutes reviewing the agent's performance on the evaluated call with the agent making use of the formal monitoring audit sheet (“Call Audit Sheet”).
• The Call Audit Sheet needs to be signed off by both the Agent, as well as the Supervisor, with the following being as detailed as reasonably possible:
o A clear explanation with examples as to what was observed by the supervisor
o What coaching intervention was identified?
o What was the collector’s response?
o What is the action plan/s?
o When will the plan be reviewed?
• At the conclusion, copy the audit sheet and put it in the agent's file
• Give the original audit sheet to the agent.
• Present to the Portfolio Manager at the conclusion of each week a breakdown of the past week's monitoring audit and a written performance summary of the team.
• Random audits must be completed to ensure collectors are using the system correctly e.g. wrapping up accounts correctly.
o These audits should be filed in the agents files
• Productivity must be monitored on an hourly basis and engage with staff that is below the standard required.
• Performance Management Report of the Bottom 25% is required by the 5th of each month.
• All discussions, especially those relating to performance and misconduct, with staff need to be documented, signed by the relevant employee and/or witness then filed in the correct manner into their personal files
• Create a detailed plan of the way in which you plan to impact your team's day-by-day performance
• At the end of each working day, take three minutes to log into the "daily notebook" any feedback, analysis or reflections from that day's interaction with the agents.
• Develop schedules with agents each month to ensure call center objectives are covered.
• Schedule residual training, departmental meetings, collections, product and system training
• Truly engage with your agents and develop an understanding as to what the dialing challenges are that they are facing that prevents them from performing their duties in the most proficient manner.
• Schedule formal training programs for new agents and existing staff with the HR Coordinator.
o Ensure that staff are scheduled for training are in attendance
• Work with management on refining and scheduling appropriate training needs.
• Assist in developing training documents that support call center operations by providing input to enhance current training.
• Successfully implement the contests, awards and themes that increase agents' motivation and focus levels that have been set by Management.