Collections Team Leader (ACS) Night Shift Mr Price Money - Durban at Mr Price Group

RESPONSIBILITIES

• Effectively plan, lead and organize the Collections team to ensure individual and team targets and objectives are achieved 
• Effectively communicates deadlines and targets to associates 
• Successfully conduct team meetings to update members on best practices and continuing expectations 
• Ensure that all the associates’ attendance and punctuality is monitored 
• Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks 
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines 
• Ensures that feedback received from the QA department in terms of call quality is addressed with the agent concerned and monitored going forward 
• Assists management with hiring processes and new associates training 
• Effectively reports, records and maintains a log in terms of system problems, telephony issues and down times 
• Develops strategies to promote associates adherence to divisional culture and performance goals 
• Ensure quality, friendly, consistent interaction when dealing with customers and stores 

QUALIFICATIONS

• Grade 12
• 3-5 years Collections experience
• Minimum 1 year Team Leader experience or in a similar role 
• Strong leadership skills
• Strong Relationship Building
• Customer Service Skills
• Knowledge of NCA requirements pertaining to collections and credit control
• Knowledge of POPI Act
• Excellent communication skills in English (Written & verbal)
• Computer literate (MS Word, MS Excel, MS Outlook)
• Must be able to work from 11h00 to 20h00 and alternate Saturdays