In-House Retention Supervisor at d.light

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