Collections Team Leader - Finchoice at HomeChoice Holdings Limited

Purpose of the role

The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Collection Agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.

Key Performance Areas

Revenue and Efficiency

• Ensure that the team and the agents’ key performance targets are met in line with business requirements
• Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
• Set and maintain production standards and targets in line with departmental requirements
• Meet team efficiency targets as per KPA requirements for department

Ensure that an exceptional customer experience is consistently achieved

• Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained
• Promote excellent customer service orientation within team of Agents and across the wider business
• Continuously improve customer experience and service delivery statistics
• Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity

Ensure service level agreements are adhered to

• Ensure that the departments service level agreements are in place and are achieved
• Constantly engage with management regarding any challenges identified to mitigate through appropriate measures

People management

• Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals
• Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards
• Foster an environment that encourages and rewards innovation and challenges current methodologies
• Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
• Initiate and participate in motivational team and departmental activities
• Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
• Ensure all agents follow the leave management process and that all leave has been captured and approved
• Identify and manage behaviour in line with prescribed legislation and company policies and procedures

Reporting

• Capture required data in order to ensure all systems are up to date and accurate
• Manage and track the team’s performance hourly, daily, weekly and monthly
• Provide accurate reports in line with the departments requirements
• Identify adverse variances and / or negative trends and proactively develop action plans to address this
• Provide operational feedback to the Management team by identifying trends through data analysis

Quality control

• Monitor calls and provide relevant feedback for improvement
• Conduct regular coaching in order to improve quality of service delivery
• Take appropriate action when quality standards are not met or upheld

Projects

• Participate in any projects as per the agreed KPA
• Assist with the implementation and optimization of projects and assignments

Motivation

• Initiate and participate in motivational team and departmental activities
• Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
• Complete motivational tasks within the required timeframes

Requirements

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent
• A relevant tertiary qualification would be advantageous

Experience & Skills

• Minimum of 3 years’ experience within the Collections industry in a Contact Centre environment
• Must have at least 1 to 2 years’ experience in leading a team within a target driven environment
• Competent in MS Office packages, particularly MS Word, Excel and Outlook
• Clear credit and criminal record
• Effective communication skills (verbal and written)
• Must be available to work shifts, weekends and public holidays