Call Centre Manager

  • Full Time
  • , South Africa

PNet Client

Introduction

A position has become available for a suitably qualified and experienced Call Center Manager to join our dynamic team.

Job Purpose:

The incumbent is responsible for collections performance of outstanding debts from new or existing client base. S/he will be managing a team of collectors and supervisors to recoup such funds using efficient and effective methods to maximise returns.  

Duties & Responsibilities

Leadership

  • Selfless and Culture driven
  • Revenue goals and GP Margins

Achieve Financial Budget of All Mandates                                              

  • Achieve GP target for all mandates
  • Branch experience Management
  • To maximise cash flow for the client through efficient and effective debt collection                          

People Management

  • Manage client’s feedback to ensure that service levels are maintained and improved
  • Create a work environment that facilitates high productivity                                        
  • Recruit appropriately for capacity requirements                               
  • Apply company policies and good people practices throughout
  • Develop a strong branch management team and an appropriate succession plan

Quality Management and Compliance       

  • Implement and maintain high standards of quality management in the branch
  • Apply prescribed scripts and quality collections techniques on all mandates
  • Ensure couching and training is conducted
  • Ensure compliance processes are adhered to throughout the branch collections, people practise and infrastructure
  • Keep yourself, your management team and agents informed of company information as well as relevant external and industry information
  • Reduce manual time and utilise technology to drive automation

Branch Infrastructure and Administration

  • Maintain all facilities in good working condition
  • Ensure generators, UPS and back up electricity is well maintained and always fully functional
  • Apply Health and Safety rules and regulations in the branch
  • Manage costs in the branch to budget and in the best interest of the business
  • To ensure detailed understanding of the Call Centre and solutions that are sold and supported.
  • Manage customer pipeline across all segments
  • Manage end to end call centre process

Performance Management

  • Monitoring poor performance and come up with plans to curb it/improve
  • Recognition/Rewards Excellent performance

Other

  • Understanding of the following reports
    • Production reports
    • Campaign reports
    • Strategy execution
    • Dialler reports etc.
  • Systems
    • Excalibur Collection system
    • Building business rules to improve collection

Systems

  • Any collection system preferably, Excalibur
  • Solar

Key Performance Measures

  • SLA adherence
  • Timeous and accurate provision of MIS
  • Measure Call Centre satisfaction levels
  • Continuous Improvements initiatives/ideas to improve the Call Centre

Desired Experience & Qualification

Minimum Qualification

  • Grade 12, a relevant degree on Accounting/Credit Management

Essential Experience

  • Minimum 5 years management experience in collection and heading minimum employees of 60 and management team.

Knowledge

  • Debt Collection knowledge, MFMA, POPI, NCA, NCR. Understanding the economic status to advise the Senior Management team
  • Exposure to a call centre environment – Municipal environment beneficial
  • General management principles required (People, Finance, Risk)

Technical Competencies

  • Customer engagement skills
  • People Management skills
  • Project Management & coordination skills
  • Problem Solving skills
  • MIS & Reporting skills
  • Relationship Management Skills

Skills & Abilities

  1. Strong on both verbal and writing communication
  2. Managing collection budgets
  3. Performance management skills
  4. Capacity Planning and Strategy
  5. Chairing and Preparing DE
  6. Manage conflicts
  7. Reporting
  8. Computer Literature (MS Word, Excel, PowerPoint)
  9. Stress Tolerance
  10. Customer Service Orientation – considering all aspects from the customers point of view.
  11. Can present information in a clear and concise manner which imparts learning.
  12. Task orientated
  13. Results orientated – Strongly motivated to achieve impressive results
  14. Self-Starter
  15. Attention to details
  16. Any other ad hoc task as assigned by management

Professional Ethics

  • Honest individual
  • Fair and seen to be fair to all team members

Working Conditions

  • Standard working conditions apply
  • Travel will be required from time to time to customers, sites and scheduled meetings
  • Own transport essential

Package & Remuneration

Market Related

Tagged as: Accounting, Auditing, PNet