Credit Operations Supervisor - Collections (Pretoria)

Job Description

To lead, coach and develop a team of Collections Agents to achieve collections, productivity, quality and compliance targets while ensuring an engaged, high-performing and customer-focused team. Lead the Team. Drive the Results.

Key Responsibilities

• Drive achievement of daily, weekly and monthly collections and operational key performance indicators.
• Monitor team performance through reports, dashboards and scorecards, and implement corrective action where required.
• Lead, coach and develop team members through regular feedback, training and performance discussions.
• Manage poor performance, attendance, conduct and employee relations matters in line with company policies and labour legislation.
• Conduct workforce planning, scheduling and resource optimisation to meet operational requirements.
• Monitor call quality and compliance standards, providing coaching and feedback to improve performance.
• Analyse performance trends and implement continuous improvement initiatives.
• Foster a positive team culture through employee engagement, recognition and motivation initiatives.
• Ensure compliance with all relevant company policies, procedures and regulatory requirements.
• Participate in a rotational late-shift roster in line with operational requirements.

Qualifications and Experience

Qualifications

• Matric / Grade 12 (Essential)
• Relevant tertiary qualification (Advantageous)

Experience

• Minimum 5 years’ experience within the Collections environment
• Experience managing performance, quality assurance and workforce planning.
• VisionPlus experience advantageous.

Competencies

• Strong leadership and people management skills
• Performance coaching and employee development
• Analytical and problem-solving ability
• Excellent verbal and written communication skills
• Strong planning, organisation and decision-making skills
• Proficiency in Microsoft Office, particularly Excel
• Results-driven, customer-focused and highly adaptable