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South Africa

Team Manager

Company Transaction Capital Recoveries
Reference # TM002
Published 20/03/2020
Contract Type Permanent
Salary Market Related
Location Johannesburg, Gauteng, South Africa
Introduction
To manage and support the call centre agents in achieving their set input and output standards.
Accountable for call centre agent’s performance through quality monitoring, compilation of reports and
coaching of call centre agents to achieve high performance and growth.
Job Functions Call Centre
Industries Financial Services
Specification
Management of Call Centre delivery
-Motivating call centre agent’s performance to achieve daily, weekly and monthly input and
output standards etc.
-Meeting call centre financial targets by driving and managing productivity of the team

Quality Management and Compliance
-Coaching ad providing feedback to agents on their individual performance; implement action
plans to achieve required quality standards
-Ensuring consistent application of EPEP and PIP processes;
-Reviewing and assessing results of quality of collections in the Call Centre and recommend improvements.

People Management
-Managing employees performance against targets;
-Planning, organizing and controlling the team according to: Dialer efficiencies; WFM
(Adherences)
-Creating a work environment that facilitates high productivity i.e. welcoming, recognition of
contribution, retention, attendance etc.

Reporting
-Analysing and reporting findings relating to performance and strategy implementation in a
clear and concise manner.

Performance Management
-Conducting real-time monitoring, identifying problem areas and planning action to improve
performance.
Requirements
Matric Certificate
Relevant tertiary qualification (added advantage)
Proficient MS office
3-5 years’ experience in a collections environment
2-3 years’ experience in a Collections management role
Job Closing Date 27/03/2020
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Last Updated: 13-2-2020 [20.02.01.00]
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