31/08/2023
Job Title : Supervisor
Job Reference : SUP08/23
Closing Date : 05 September 2023
Salary Package : Market-Related
Type of Employment : 1-year fixed-term contract
Applications can be submitted via email to [email protected]
New Integrated Credit Solutions (Pty) Ltd is seeking to appoint an experienced Supervisor to join our
team. The successful candidate will be reporting to the Client Liaison Manager.
Managing Flow and Reporting to Management
Provide leadership to direct reports by company core values
Audit and ensure compliance with the client’s requirements and contractual obligations
Train, mentor and develop members to be skilled experts in the application of debt collection workflow process, problem-solving, software usage and other Microsoft programs (Excel, Word, PowerPoint, etc.)
Should be able to work independently, develop and guide processes, attend meetings with clients on behalf of the company, attend to clients’ requests, presentations and any other duties assigned by the manager, and implement practical and innovative approaches to mitigate current circumstances.
Meet monthly key contact centre performance goals for customer satisfaction, quality, productivity and key performance metrics.
Evaluating Performance and providing feedback
Monitor and evaluate agent monthly performance, including call/email and after-work monitoring (using call recording and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance.
Creating and managing team schedules
Conduct formal agent performance reviews, including annual goal setting/performance development plan, mid-year performance review, and final year-end performance review.
Assist agents with career development.
Ensure that customers’ questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department.
Report, analyse and resolve system, customer and operational issues that impact service quality. Strive to provide all customers with an outstanding customer experience.
Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, Marketing and other areas of the company to facilitate problem-solving.
Ability to prepare and distribute detailed monthly, quarterly, and yearly reports to clients and management.
Requirements
Minimum requirement grade 12 or equivalent qualification
Post matric qualification is an additional advantage
Valid Driver’s licence
Minimum 3 – 6 years relevant experience within the Supervisory role
Experience with relationship management and relationship building
Ability to work independently and submit client meeting reports to the manager.
Proficiency in Microsoft Office - MS Word, Excel and PowerPoint is essential.
Proven knowledge and experience in the public sector (Local, Provincial and National government entities) revenue management processes or debt collection.
Clear Criminal Record
Must be able to start immediately
Competencies
Knowledge of Debt Collection
Planning and Organizing
Good reporting skills
Presentation and Excel skills are essential
Coaching and Mentoring
Must have the ability to work independently, manage workload and meet the required deadlines and targets
Professional at all times
Driving for results
Willing to travel when required
Please note the following:
Employment equity principles will apply
No late applications will be considered
Applications can be submitted via email to [email protected]
Only shortlisted candidates will be contacted
Should you not hear from us within 1 week after the closing date please consider your application
unsuccessful.
NICS is a member of the Association of Debt Recovery Agents (ADRA) of which our Chairman (Baker Maseko) sat on the board for a period of 10 years. He currently sits on the board of the Council for Debt Collectors (CDC).
