Position: Credit Operations Supervisor – Collections
Location: Pretoria, Gauteng, South Africa
Type: Permanent, On-site
Closing Date: 18 June 2025
Reference Number: TRU250611-2
Department: Credit Services
Job Overview:
Truworths is seeking an experienced individual to lead and support a team of Collections Agents.
The ideal candidate will drive performance, oversee day-to-day operations, and ensure that team targets are consistently met, all while aligning with company systems, policies, and procedures.
Key Responsibilities:
Drive and manage daily, weekly, and monthly KPIs to meet team performance goals.
Plan staff capacity and create effective work schedules.
Identify skill gaps and deliver training to boost team effectiveness.
Offer continuous coaching and feedback; create performance improvement plans where necessary.
Address underperformance using Truworths’ formal disciplinary processes.
Forecast staffing needs and coordinate with HR to ensure timely hiring.
Manage daily workflows and ensure all team members understand their KPIs.
Monitor attendance and manage absenteeism and tardiness using internal disciplinary procedures.
Analyze team performance reports and dashboards to identify gaps and implement corrective actions.
Conduct call monitoring and provide regular feedback to team members.
Participate in night shifts on a rotating schedule, as per the supervisor shift roster.
Boost team morale through creative engagement activities and active participation in ACE initiatives.
Requirements:
Education: Matric (Grade 12)
Experience: At least 3 years in a call center supervisory role within collections (essential)
Preferred Knowledge: Vision Plus system experience (advantageous)
Skills & Competencies:
Computer literate (MS Word, Excel, Outlook)
Excellent communication (verbal and written)
Strong interpersonal and leadership skills
Energetic, proactive, and results-focused
Able to manage multiple tasks and make sound decisions
Organised, methodical, and service-driven