Team Manager: Early Stage Collections

Job Title: Team Manager: Early Stage Collections
Company: Tenacity Financial Services
Location: Northern Suburbs, Cape Town
Industry: Call Centre
Job Type: Permanent
Positions Available: 1
Job Reference: B002
Date Posted: 2024/11/06

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About the Role

Tenacity Financial Services is currently seeking an experienced and proactive Team Manager for our Early Stage Collections team. This role is critical to our success in improving the collection of outstanding revenue, particularly for private label card accounts. We are looking for a dedicated professional to lead, develop, and optimize a team of Collection Agents by maximizing their performance and enhancing operational efficiency.

As the Team Manager, you will be responsible for overseeing daily operations, coaching and mentoring team members, managing team administration, and closely monitoring and reporting team performance to ensure we meet our business objectives. You will be required to develop a motivated and high-performing team of Collection Agents who can meet and exceed targets, enhance customer satisfaction, and maintain a high standard of operational efficiency.

Key Responsibilities

The Team Manager will lead the Early Stage Collections team with a focus on four main areas: managing daily operations, coaching and mentoring team members, handling team administration, and overseeing team performance monitoring and reporting.

1. Manage Daily Operations

In this role, you will ensure that daily operations run smoothly and that all collection activities align with company objectives. Specific responsibilities include:

• Enhancing Productivity: Design and implement programs and procedures to improve the productivity of both collectors and the collections process as a whole.
• Setting and Monitoring Standards: Establish and manage measurement standards to continually assess and improve team performance and operational efficiency.
• Customer Issue Resolution: Address customer complaints and inquiries to ensure that issues are resolved effectively.
• Managing Delinquency Rates: Work to maintain acceptable delinquency levels and minimize account write-offs by effectively directing staff on managing their queues.
• Compliance and Procedure Adherence: Ensure all team members adhere to collection procedures, providing guidance and support as needed to maintain consistency.
• Strategic Planning: Develop goals and objectives that align with departmental targets, working to streamline processes and enhance customer service.
• Account Review: Conduct periodic reviews of delinquent accounts and utilize Collection reports to support operational decisions.
• Workforce and Schedule Management: Oversee staffing needs, create accurate staffing forecasts, and manage Workforce Management (WFM) schedules.

2. Coaching and Mentoring of the Team

As a leader, you’ll be expected to foster a culture of growth and improvement. Responsibilities in this area include:

• Identifying Training Needs: Recognize skill gaps and ensure adequate training and coaching is provided to all team members.
• Upskilling the Team: Support team members in handling complex or escalated customer queries effectively.
• Motivation and Development: Motivate the team, providing support through regular counseling, soft skills training, and product knowledge education.
• Quality Assurance (QA) Audits: Perform weekly QA audits on all agents to ensure compliance and high-quality customer service.

3. Team Administration

The Team Manager will oversee various administrative tasks essential for smooth team operations. Responsibilities include:

• Onboarding New Starters: Ensure smooth integration of new team members and conduct probation reviews within the first three months.
• Behavioral and Absence Management: Address behavioral concerns as per the company’s Disciplinary Policy and manage absenteeism in line with the company’s Absence Management Policy, including return-to-work procedures.
• Record Maintenance: Maintain up-to-date trackers (IR, Absence, and PIP) and ensure all leave transactions are accurately processed.
• Payroll and Overtime Management: Manage waybills and ensure timely payroll processing for overtime or special time.
• Employee Exits: Oversee the termination process for team members exiting the company to ensure a smooth transition.

4. Team Performance, Monitoring, and Reporting

A critical aspect of this role is to set and track team and individual performance targets and manage overall team productivity. Responsibilities include:

• Target Setting and Tracking: Set, monitor, and report on individual targets for each Collection Agent to align with departmental Key Performance Indicators (KPIs).
• Utilize Performance Reports: Leverage performance reports to monitor department metrics and identify areas for improvement.
• Monthly Performance Reviews: Conduct monthly performance reviews with team members to assess achievements and address any performance issues.
• Addressing Underperformance: Act in accordance with the company’s Performance Improvement Policy to manage and resolve underperformance.

Qualifications and Experience

1. Minimum Educational Requirements

• Grade 12 or equivalent.

2. Required Experience

• A minimum of 5 years of experience within a call centre environment, with 3 years in a similar managerial role.
• Demonstrated experience in Employee Relations, Performance Management, and Absence Management.
• Proven ability to lead and manage teams, with prior experience managing a team of at least 12 people.

3. Functional Knowledge and Skills

• Comprehensive understanding of call centre processes and methodologies.
• Knowledge of Retail Credit Account Management practices.
• Excellent communication skills, capable of clear, persuasive, and professional communication at all levels within the company, as well as with customers and suppliers.
• Proficiency in MS Outlook, MS Word, and MS Excel.
• Solid understanding of account management principles and the consumer/retail credit environment.

Application Process

If you are a results-oriented individual with strong leadership skills and a passion for customer service, we encourage you to apply for this exciting opportunity. As a Team Manager at Tenacity Financial Services, you will play a pivotal role in enhancing our collections processes, maximizing revenue, and contributing to the overall success of our organization.

Join us to take your career to the next level while making a meaningful impact in a dynamic and supportive work environment.

 

apply here