Collections Call Centre Supervisor - Pretoria, South Africa - Ver-Tex Solutions

Ver-Tex Solutions
Ver-Tex Solutions
Verified Company
Pretoria, South Africa

6 days ago

Thabo Mthembu

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Thabo Mthembu

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  • Lead, monitor and manage staff schedule adherence through variance HR processes and policies
  • Monitor hourly effort service levels and adjust schedule or allocation of duties when needed to maintain an inefficient and effective productive environment
  • Monitor lost hours due to internal and external influences

Performance Management:

  • Communicate the vision, strategy and objectives so that your team understands the thinking behind the organization goals and measures
  • Lead, monitor and manage operational execution of collection strategies and tactical plans
  • Communicate and deliver on all performance KPI's and measurable objectives
  • Manage performance through performance agreements, reviews and appraisals
  • Collect and analyze agents' statistics to identify developmental areas
  • Assessing the various ways of successfully managing staff and finding the method most suited to the business.
  • Cascade down to all levels to identify KPI's and objectives appropriate for each process / role, linking to individual performance
  • Lead, monitor and manage performance reports and update daily dashboard and communicate to line manager
  • Ensure adherence to IR, probation and poor performance management processes

Quality Assurance:

  • Ensure call evaluations on selected agents and calls to maintain adherence to script disciplines


  • Collect and analyze agents' statistics to identify developmental areas
  • Deliver quality coaching aligned to performance and call evaluation missed opportunities

Leadership Competence:

  • Continuously drives to develop own skills and knowledge.
  • Ensure deadlines are met
  • Relevant parties are informed of deadlines
  • Core values are recognized and supported
  • Proactively works to meet team objectives
  • Proactively escalate any matter or concern that might have implications on the business or the outcome of collection strategies and tactical plans
  • Respond to inquiries at management level

R7, R8,000.00 per month


  • Manager/Supervisor/
Team Leader: 1 year (required)

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