Call Center Supervisor at Ideon Limited

Description

The Call Centre Supervisor will train and motivate call Centre representatives as they collect debt, answer questions, handle complaints and provide support for clients. He/she will assist in hiring and training Call Centre Agents, monitoring representatives’ progress, and coaching them to cultivate the knowledge and skills needed to provide excellent service delivery to customers. The supervisor will be preparing reports and analyzing data to assist management as they determine call center goals.

Duties & Responsibilities

Key Responsibilities

Staff Performance Management.

• Engage staff in individual performance.
• Conduct Weekly, monthly & Probationary Performance reviews.
• Create Performance Improvement Plans for underperforming Agents.
• Track & document the progress of agent’s performance improvements over time.
• Track various Key Performance Indicators to evaluate agent’s performance.

Manpower planning & Work Allocation.

• Execute work plan as agreed with management.
• Manage team’s workflow.
• Create and manage work schedules.
• Shift management- ensure agents adhere to their shifts.
• Ensure there is accountability within their teams.

Staff Training and Development.

• Train, coach & Mentor new Call Centre Agents.
• Recommend training programs for the Call Centre to the management.
• Identify agent’s training needs and gaps.
• Provide constructive feedback after every coaching session to help the agent improve their collection.
• Create a positive learning environment for new Call Centre Agents.
• Impart necessary technical & soft skills to enable agents tackle customer service challenges.
• Track various Key Performance Indicators to ensure that the agents meet their targets.

Skip Tracing of Loan Defaulters’.

• Initiate skip tracing tactics of reaching out to loan defaulters.
• Streamline the process of locating defaulters.
• Give constructive feedback to clients to ensure they maintain a healthy lending cycle.

Reporting and Analysis.

• Present findings to management and suggest actionable recommendations to enhance overall call center performance.
• Generate Team’s Weekly and Monthly Performance reports.
• Prepare Clients Weekly & Monthly reports by giving constructive feedback to enable them to improve their lending cycle.

Staff Compliance.

• Ensure agents adhere to rules and regulations governing call center operations.
• Ensure agents comply with company’s polices.

Skills & Experience

• Great Leadership skills,
• Problem-solving skills
• Good communication and listening skills
• Teamwork
• Reporting skills
• Emotional intelligence
• Data Analysis skills