Job Location:Coast
Reporting to:Regional Business Manager
Job Tier Level:Direct
Reportees:In-house Retention Agents
Position Description
As Regional RetentionSupervisor, you will be responsible for all the collectionprograms, delinquency management and efforts for d.light Kenya aimed at reducing the delinquency numbers for the business from the regional offices.The job holder will be responsible for the direction and coordination of the delinquency management functions which will include pending work orders analysis, data analysis & reporting, collections and delinquency reporting.R&Rs
Regional delinquency monitoring, data analysis and Monitor and improve processes and procedures aimed at reducing delinquency numbers.
Timely compilation and submission of daily, weekly, monthly & quarterly reports submitted to the Credit Risk Manager and other Senior Management officials.
Report and monitor all risks associated with credit risk and keep an updated credit risk register.
Derive analysis for delinquent accounts forecasting and reporting with recommendations for resolution.
Liaison between head office,regional offices, service centers and field staff.
Ensure availability of the in-house retentionagents
Focus on coaching, sales and collection efforts to drive uptake of products and customer knowledge
In partnership with retention, come up with standaachieved
Plan and optimise resources needed to meet company defined service standard
Conduct Real-time monitoring on a continuous basis and coaching of staff
Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets
Communicate, monitor and maintain performance standards?Identify areas for development to ensure continuous improvement
Ensure resolution of escalated customer queries and complaints through Business Desk
Identify opportunities to improve product and service offerings based on the voice of the customer
Contribute and identify areas for improvement and enforcement of processes and procedures;
Identify, accumulate and a
Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery
Provide regular defined reports and initiatives to improve performance
Develop and maintain motivation plans to enhance productivity of teams and morale
Attend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needs
Functional KPIs ta: productivity, attendance, collections; as may be requested from time to time.
Hourly tracking of regional collections
Reduction of company delinquency parameters set per region wise contribution to below set targets.
Collaborative effort with regionalteam and partners to ensure that collection is done within the approved budgets & time.
Timely advice on delinquency management to regional team and daily analysis of delinquency reduction/increase
Accurate advice on ways on improving collections and delinquency management ie team engagement activities.
Timely coordination of the handling of customer related issue escalation in liaison with the business partners
Solid provision of team leadership to the regional collections team: Conflict management, Dailydebriefs, TRE Coaching and Consequence management.
Aligning regional collections team on monthly collections targets with alongside key parameters as may be revised by business from time to time
Desired Experience
Minimum degree in social sciences or abusiness-related field
An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
5 years of working experience in a Call Centre or in the Service Industry with some supervisory level exp
Sales skills and experience advantageous within call centre or service sector
Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be advantage
Excellent interpersonal skills and Ability to motivate to produce results
Excellent oral and written communication skills
Dependability and adaptable
Multi-tasking skills and good administrative abilityKnowledge
Sales or Customer service & retention procedures and standards
Product and service knowledge
Business processes
System knowledge
Team management
Performance management
Call Centre Industry knowledge (advantageous)
Digital Media space Understanding an added advantage
Market and customer trends knowledge
Working with Billing systems and understanding (end user experience)
Good standard operating procedures knowledge
Technical Knowledge (service supporting experience)
Skills and Competencies
Coaching, Mentoring and leadership
Written and Verbal communication (letter writing, report writing)
Computer skills (MS Word, Excel, PowerPoint)
Problem solving and decision making
Team player
Self-Driven and open to change
Planning and organizing
Attention to detail
Team building and motivation
Interpersonal skills
Influencing skills / Numeracy skills
