Supervisor: Collections Call Centre, Midrand

Main Purpose of the Job

• To manage a team of Collections Agents to collect on delinquent accounts in an efficient and effective manner..

Minimum Experience

• 1-year supervisory experience
• 3 years working experience in a Call Centre

Improve Cash Collections and efficiencies.

• Control and manage targets for the team.
• Identify gaps between the set and achieved targets at team and consultant level
• Provide solutions to meet set targets for the agents (interact with other departments,
  supervisors and mobilize necessary enablers by ‘managing up')
• Calibrate with QA analysis related to the reasons for failures – identify and trend of
  underlying business failures (training etc.)
• Support consultants by handling escalated calls.
• Analyse quality reports and KRA performance reports