KEGOMODITSE CAROL MOCUMINYANE

- manage the daily running of the call center, Including carrying out effective resource planning and applying call centre strategies and operations
- undertake needs assessments, performance reviews and cost/benefit analyses
- set/meet performance targets for speed, efficiency and quality
- ensure all relevant communications and data are updated and recorded
- Liaise with different Stakeholders, t to gather information and resolve issues
- monitor random calls to improve quality, minimize errors and track operative performance
- Organize shift patterns and the number of staff required to meet demand
coach, motivate and retain staff
- forecast and analyse data against budget figures on a weekly and/or monthly basis.
- record statistics, user rates and the performance levels of the centre
- review the performance of staff, identify training needs and plan training sessions
- prepare reports on these statistics, rates and performance levels
- maintain up-to-date knowledge of industry developments and involvement in networks

• Responsible for 5 Outbound agents, 1 Payment solutions Agent and 2 Outbound Agents
• Key Performance Area (KPA) Financial: Internal Collections and Bad Debt Ratios
• KPI 1 - Improve delinquency roll rates and increase activation of non-payers (recency
• KPI 2 - Directly responsible for Cycle 1-7 collection agents (7 agents) - allocation of workload, monitoring of Efficiencies and Effectiveness on a daily and monthly basis
• KPI 3 - Directly responsible for Inbound collections - Customer service and Turnaround time
• KPI 4 Quality and Performance Control of collection agents (Implementation of such controls)
• Key Performance Area (KPA) 2: Financial: Specialized Collections & Bad debt ratios
• KPI 1 - Improve recovery %
• KP1 2 - Monitoring of the specialized collection assistant work performance daily and assist with necessary training where needed
• KPI 3 - Quality and Performance Control of specialized collection assistant (Implementation of such controls)
• Key Performance Area (KPA) 3: Internal Process: Analytics and Reporting 4
• KPI 1 Responsible for accurate reports (weekly & monthly)
• Outbound Operations
• Inbound Operations
• Debt Review report
• Debtors Admin report
• Deceased reports
• Quality and Performance Scorecards for Collection agents and Specialized Collection Assistant
• Quarterly Overview report
• Key Performance Area (KPA) 4: Staff and stakeholder Management
• KPI 1 - Liaison with Collections assistants regarding changes & motivation of team
• KPI 2 - Assist in coaching, training in house for were needed
• KPI 3 - CPA & BPA Assessment and Appraisals for the Collections assistants
• KPI 4 - Issuing of disciplinary code for Collections staff in case of non-performance or discipline breaches
• KPI 5 - Capacity planning and Workforce scheduling
• KPI 6 - Collaborative working relationship with internal stakeholders - Credit, Finance, ShieldLife and ICT
• KPI 7 - Collaborative working relationship with external stakeholders - EDC's, Experian, Intecon, Debt C
• KPI 8 - TCF

• Responsible for 32 Call Centre Agents and 3 QA Agents
• BUSINESS MANAGEMENT: Identify gaps between the set and achieved targets and identify business failures that underpin issues across all support
• Environments and within the teams
• Managing customer service inbound call center and controlling adherence to Inbound SLAs
• Mobilize relevant stakeholders to develop solutions to meet set targets and improve performance
• Analyze the reasons for non-payment to identify gaps
• Manage the implementation of corrective measures, manage the SMS and letter Campaigns
• Analyze quality team findings, make recommendations, and implement corrective measures
• Manage operations according to budgets with a focus on cost effective collections Incentives / reward programs
• Assisting the admin/back-office staff with resolution of complex queries
• PEOPLE MANAGEMENT: Plan, organize and support supervisors with regards management of performance targets and trends
• Managing Unplanned Leave and absenteeism
• Supporting supervisors by sponsoring relevant reward and recognition projects
• Update teams on overall performance and facilitating staff engagement sessions
• Updating relevant stakeholder on strategic projects and initiatives
• Facilitate alignment of supervisors regarding best practice and use of relevant templates and standard policies and procedures
• Conduct monthly performance reviews of subordinates and provide support with regards the contracted development plans
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Implementing corrective measures to address underperformance and development to address career pathing for top and underperforming individuals
• CUSTOMER: Create and maintain productive relationships with internal and external clients by providing advice and assistance
• Create understanding of the 'real' versus 'perceived' need through experience and expertise while complying with company polices legislation and regulations
• Keep the client informed about progress through written communication, telephone communications and/or face to face meetings
• Always build a positive image by exceeding client expectations
• Treat internal and external customers always
• Reason for leaving: Retrenchment

• Responsible for 3 QA Agents
• Quality check for both Collections and Sales
• Perform Quality Assurance checks on various types of 'outputs' performed by Sales Call Centre in line with the QA Strategy agreed for each month
• Analyzing data to identify areas of improvement in the quality system
• Develop, recommend, and monitor corrective and preventative actions
• Monitoring of risk management activities
• Ensure that matters allocated for Quality Assurance Checks is done 100% correctly in line with the guidelines for each different type of QA to be done
• Ensure that the QA targets per category of activity that is identified for Quality Assurance checks is achieved 100% of the time
• Giving objective feedback on every QA Sheet evaluated
• Highlighting training needs in every score card completed
• Escalating trends to Management where Agents are making re-occurring errors resulting in unacceptable QA scores
• Make recommendations to management based of trends picked up from sales and customer service agents
• Ensuring ongoing compliance with quality and industry regulatory requirements
• Reason for leaving: Promotion to Call Centre Team Leader and 3 Months later - Promoted to Call Centre Manager

• Deal with customers diligently, courteously, and professionally while collecting payments
• Initiate strategies for collection processes and procedures
• Negotiate payment plans
• Persuade customers diligently to pay past due amounts
• Create repayment schedules based on customers' financial situations
• Retain customer loyalty while initiating processes for collection of payments