Position Held: Liaison Supervisor & Compliance Team Leader

Industry: BPO

Name Of Employer: One Law Inc.

Period Of Employment: Jun 2011 – Mar 2013

Reference: Anli Ehlers (HOD) (+27) 72 173 2501

Call Centre General:

• Client queries.

• Traveling to clients to resolve compliance issues.

• Emolument Attachment Orders collections.

• In- and Outbound call Centre management.

• Coaching, Mentoring and Training.

• Sending out monthly statements and invoices.

• Liaise with clients regarding payments and remittances.

• Handle daily banking and invoice allocations.

• Requesting allocation schedules.

• Overdue accounts collections.

• Managing credit limits.

• Credit, debit notes and reconciliations.

• Budget forecasts on a weekly basis.

• Daily, weekly and monthly reports.

• Analysing daily, weekly and monthly collections strategies.

• Assigning queries and tasks to staff.

• Upload credit notes and liaise with finance department.

Call Centre Staff Management:

• Interviews and appointments.

• Disciplinary processes and hearings.

• Performance management and KPI’s.

• Ensuring that the team is equipped to handle the work load.

• Quality assurance.

• Ensuring team compliance to company policies and procedures.

Target and Deliverables:

• Collection Amount vs Activity.

• Customer Care Ratio.

• Number of Activation Payments.

• Number of Settlements Received on book.

• Call Quality.

• Number of Singed EAO’s.

Reports:

30 x Call Centre staff.

2 x Team Leaders.

Reason for leaving: Career Growth Opportunity