Open Positions at Tenacity Financial Services

Manage daily operations

• Develop and implement programs and procedures to improve collector and collecting productivity
• Manage measurement standards for the improvement of performance and operational effectiveness
• Resolves customer complaints and queries
• Ensures acceptable levels of delinquency and minimises write-offs by directing personal in the management of their queues
• Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
• Implement section goals and objectives
• Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
• Review delinquent accounts
• Manage staffing forecasts and WFM schedule requirements
• Identify potential fraud and manages special accounts
• To action administrative tasks

Coaching and mentoring of team

• Identify training needs and ensure adequate training and coaching takes place
• Upskill team in resolving escalated customer queries
• Develop the team through motivation, counselling, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

Team Administration

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll

Team performance, monitoring and reporting

• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy

Resources & Capacity (people & systems)

• Manage staffing forecasts and requirements
• Ensure effective recruitment practices when employing new employees
• Ensure the team has the resources and tools to perform what is expected of them

Requirements

Qualification

• Grade 12

Experience

• A minimum of 5 years’ experience within the call centre environment
• 3 years’ experience in a similar role
• Experience in Employee Relations, Poor Performance and Absence Management
• Experience in leading and managing teams of at least 12 people

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The key responsibilities include:

Inbound collections + Debt Review Strategy

• Execute and communicate functional strategy and projects to the Inbound collections and Debt Review teams.
• Actively participate with the implementation and monitoring of strategic and departmental projects
• Research, benchmark and design contact centre best practises and trends to ensure alignment with industry standards and best practise.
• Drive recruitment strategy and resource models in line with departmental strategy or projects

Operational Management

• Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities.
• Draft and maintain Standard Operating Procedures documentation.
• Develop business case and requirement specifications that will support any new system or functional requirement within the department and participate in UAT as required.
• Monitor, analyse and interpret data (daily/weekly/monthly) to ensure achievement of relevant key performance indicators; produce relevant repots, identify optimisation opportunities, gaps and risks and initiate appropriate corrective actions as required.
• Actively manage dispositions across telephony architecture
• Communicate clearly, effectively, and timeously to ensure that internal and external stakeholders are engaged on relevant matters.
• Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships.
• Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation.
• Actively participate in project related activities
• Adopt First Call Resolution competency.
• Detect and escalate fraud and misrepresentation to the respective lines and department.
• Operationalise all payroll related activities including management of overtime/special time/transport waybill

Management of people

• Manage and lead a team of Team Managers.
• Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation, and evaluation of employees.
• Provide effective leadership to team members to achieve optimal efficiency of the department and to build a cohesive and well-motivated team.
• Provide visible and clear leadership to team, promoting a culture of high performance and customer focus.
• Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity.
• Mentor and coach employees and identify needs and update career growth plans.
• Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews.
• Manage non-performance or probation requirements as stipulated in Tenacity policies and /or contractual agreement.
• Ensure timeous contracting of KPI’s with Agents and Team Managers

Requirements

Qualification

• Grade 12 / Matric or equivalent
• Bcom Management qualification advantageous
• Diploma in Credit Management advantageous
• Relevant Contact Centre certifications (advantageous)

Experience

• Minimum 5 years’ experience in a Team Manager position
• Minimum 3 years’ experience in a Department Manager position
• Solid understanding of contact centre processes, technology and tools
• Successful track record in managing large scale contact centre (100+ FTE)