Collections Shift Manager (Night Shift) - Durban at Mr Price Group

RESPONSIBILITIES

• Supports the collections manager  
• Lead a group of collections team leaders to ensure targets are being met (a passionate team approx. 25 – 30 associates including collections agents.   
• Final recruitment and selection of associates
• Ensuring that all associates are properly trained and have the required skills
• Setting monthly performance targets
• Monitor associate performance/efficiencies by making use of relevant software
• Manage the workplace culture, to ensure the Group’s values of Passion, Value and Partnership are lived.
• Provide training to associates to maintain high customer service standards
• Ensure that associate call quality is monitored and in line with divisional expectations
• Ensure that all administration requirements are dealt with timeously.
• Review and enhance current procedures, and identify any administrative inefficiencies.
• Make sure that all daily, weekly and monthly operations reports are available.  
• Ensure an understanding of the various functional areas of the business and how each of these contribute to the implementation of the company strategy
• Build a high performance team of highly engaged and empowered associates through mentoring, coaching and development and ongoing feedback
• Partner with HR to ensure that appropriate action is taken when managing associate misconduct or poor performance.

QUALIFICATIONS

• Grade 12 
• NQF level 5 and above in the relevant field of study (advantage) 
• 3- 5 years’ supervisory/management experience in unsecured collection and recovery contact center
• Strong leadership and interpersonal skills with an ability to influence at all levels
• Knowledge and Understanding of Collections Processes; Financial Services; POPI Act; National Credit Act (NCA); Debt Collections Act         
• Must be able to work night shift working hours (11h00  - 20h00 )