Credit Operations Supervisor – Identity Collections

Job Description

At Truworths, you’ll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry. Take a walk through our stores or offices and you’ll encounter an infectious love of fashion and a tangible will to succeed among the people who make up our business – both of which are key to keeping us at least one step ahead of the competition. We are looking for someone to lead, guide, develop, support and manage a team of Collectors, while ensuring that key performance requirements are achieved and delivered in line with operational requirements, processes and systems.

Key Responsibilities

• Driving monthly, weekly and daily KPI’s to effectively manage performance levels. • Ensure accurate capacity planning and scheduling of staff. • Identify/evaluating development areas and implementing effective training to improve performance. • Construct and apply action plans to improve performance by providing feedback and coaching to staff. • Manage poor performance by applying Truworths poor performance process effectively and ensuring that appropriate actions are in place if benchmarks are not achieved. • Identify through capacity planning, resources that are required and inform HR team to ensure that the relevant recruitment takes place in advance. • Managing the daily work flow processes, ensure that all employees have an understanding of the KPI’s in place to effectively manage performance levels. • Manage absenteeism and late coming across all teams & apply the IR disciplinary process for collectors when the appropriate. • Analyse daily, weekly and monthly reports via dashboards and daily team collectometer and instil appropriate action plans where gaps are identified. • Responsible for call monitoring ans ensure that feedback is given to your team. • You will be required to work night shift on a rotational basis as per the Supervisor late shift roster. • Create and drive motivation through fun activities/themes and actively participates in ACE.

Qualifications and Experience

Qualification/s: • Matric Experience / Knowledge: • Previous call centre collections supervisory experience (minimum of 3 years) essential • Desirable to have experience and knowledge of Vision Plus

Competencies

Essential Competencies: • PC literacy (Word, Excel, Outlook Behavioural: • Exceptional verbal and written communication skills • Strong people skills • Pro-active and energetic • Highly service orientated and results driven • Must be able to multitask and make decisions • Organised and methodical