Created by User cb50e, last modified on Nov 09, 2022

40The supervisors/ Teamleader is the frontline manager for the collections team.

They are expected to be the guiding voice and hands of the management.

It is paramount that their goals are aligned with the KPI of the bank as first line business leaders.

KPI’s

KPI

Weight

Description

Notes

Team Performance

40%

The over-all performance of the team being handled.

Based on the individuals main KPI’s.

  • Skill

  • Discipline

Based on the achievement scores of the individual reps the Sup. has.

*Team development and guidance is one important role the supervisor shall play.

Over-all collections performance on buckets worked.

  • Pre-Collections

  • 1-30

  • 31-60

  • Pre-NPS (61-90)

  • Skip

  • >90

20%

A Supervisor will be accountable to the segments that they can have worked on.

-If a SUP/TL only worked open 1-30. The performance of 1-30 is to be weight on their KPI.

-if a Sup/TL worked 2 queues. The division is to be divided in percentage(50:50)

Management Development task

30%

  • Team Attrition

  • NPS/ Quality/CSAT

  • Supervisor deliverables;

    • Coaching

    • others (will be defined.)

Projects and initiatives

10%

Adhoc initiatives that contributes to the over-all wellbeing of the collections team.