JOB PURPOSE:

To provide leadership, management, and support to the Operations Teams to ensure the execution of the collection’s strategies through the management of the daily productivity in and output measures required to achieve and exceed the client and internal collections targets.

QUALIFICATION AND EXPERIENCE REQUIRED:

• Minimum Matric qualification is mandatory.
• Tertiary qualification or course in Management is an advantage.
• 7+ years working experience in a large call centre at a debt collection company or financial services.
• 5+ years proven experience as Collections Call Centre Manager or in a similar role.
• Sound understanding of collections KPAs and KPIs within an account delinquency life cycle.
• Good understanding of business functions such as HR, Finance, Marketing etc.
• Working knowledge of data analysis and performance/operations metrics.

YOUR KEY AREAS OF RESPONSIBILITY INCLUDE, BUT ARE NOT LIMITED TO:

• Design and implement collection strategies, plans and procedures.
• Set comprehensive goals for performance and growth.
• Measure’s effectiveness and efficiency of operational processes and find ways to improve processes.
• Establish policies and procedures that promotes collection performance company culture and vision.
• Oversee the daily operational functions of the collection call centres of the company and collaborate closely with other functional areas to ensure optimal performance i.e. IT, Technology, Data Analytics, Campaign Strategy, Client Services, Finance, Facilities and Human Capital,
• Compile and submit reports to the COO as and when required.
• Ensure all call centre performance targets are met by empowering, motivating and developing an operational team to achieve desired results and set targets.
• Operational planning & managing the daily running of the call centre operations.
• Meeting performance targets for speed, efficiency, sales and quality.
• Managing the assigned call centre operation efficiently and effectively, demonstrating great leadership and a passion for service and sales delivery
• Creating a high-performance culture and applying the 3C’s - closer to colleague, closer to client and in control of your business.
• Conducting performance management of call centre resources.
• Coaching, developing, motivating and retaining staff and coordinating reward and incentive schemes.
• Attracting and retaining the best people and managing the development of skills within the team.
• Ensuring the delivery of high-quality service to all internal and external stakeholders.
• Managing risk within acceptable levels.
• Reviewing the performance of staff, identifying training needs for call centre resources.

COMPENTENCIES AND SKILLS:

• Aptitude in decision-making and problem-solving.
• Customer Centric.
• Excellent interpersonal and public speaking skills.
• Meticulous and detail orientated.
• Outstanding organisational and leadership skills.
• Strong reporting skills with analytical skills and ability to draw insights from operational stats.
• Strong multitasking and cross-functional skills.
• Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.