Mr. Robert Email & Phone Number

Nairobi County, Kenya

I. The Call Centre Supervisor trains and motivate Call Centre representatives as they collect debt, answer questions, handle complaints and provide support for clients. II. Also assist in hiring and training agents, monitoring representatives’ progress, and coaching them to cultivate the knowledge and skills needed to provide excellent service delivery to customers. III. The supervisor prepares reports and analyzes data to assist management as they determine call center goals. IV. Engagement of staff in individual performance which include performance review, creation of performance improvement plans and collection programs. V. There is also disciplinary recommendation and review which includes the performance based and conduct based. VI. Work allocation strategy may include the execution work plan as set by the team leader, allocate additional collection files to staff, remove dead files from agents and lead management and call disposition assessment. VII. Staff Training and Development as a formula may be to recommend training programs and identify staff training needs and gaps. VIII. Administration part of the Call Centre touches on checking on staff attendance, their timeliness, agents leave planned days and ensure staff focus on work. IX. Qualitative Analysis (Q.A) specialization, as a team leader I have undergone training on how to better my agents’ negotiation skills. Report making specialization, team leaders are also equipped with such skills so as to be professional during board meetings presentation of their teams performance.

i. Good knowledge of the dialer, making it easier to call clients even when calls drop. ii. Accurate focus on speed while on live call to help in updating clients’ portfolio plus forwarding files. iii. Putting emphasis on the CRM navigation to fully understand one’s portfolio. iv. High work knowledge of Excel, Word and Power point making it easy to fully understand and handle your files in a professional way. v. Perfect “QA” score hence delivering accurate information to clients to easily make their payments on time. vi. Ensure all files are properly disposed to ease conversation when one calls them again to follow up. vii. “Pool time’ strategy which helps in team work assistance and boosting of collections. viii. Working hand in hand with other agents to boost each other and improve conversations with clients. ix. “Buddy Learning” this is having a seat down with top collectors to know key areas that can help you improve your customer service. x. Verify and Validate payments to secure clients’ credit score and allow them to receive assistance again. xi. Resolve any disputes concerning payments made to make clients feel secure and safe while interacting with us. xii. Booking time of payments and following up on them to clear client’s loans. xiii. Head of “PRO ACTIVE” activities, it is important to keep agents alert and happy considering the nature of our work which takes up a lot of energy.