CALL CENTRE MANAGER – DURBAN.

Nutun – Durban is looking for a High Performing Call Centre Manager to join their team.

About this role:

This role requires a seasoned Call Centre Manager, with a strong debt collections background, to join the Agency Division in Durban. The successful Candidate will be required to Lead, Manage, and ensure the Effective and Efficient Operation of the division in terms of the Implementation of divisional strategy. The incumbent will work very closely with Stakeholder Management such as Campaigns, Workforce Management, the Dialler teams and our Durban Clients. This role will report to the General Manager.

Minimum requirements:

Grade 12.
Bachelor’s Degree or equivalent in Business or a related field.
Minimum 10 – 12 Years’ experience in Collections Environment / Financial Services Industry.
Minimum 5-10 Years’ experience in a Management role.

Key Responsibilities:

Meet and exceed primary collection and recovery key performance metrics across a balanced scorecard encompassing people, process, financial and stakeholder metrics.
Management of joint business objectives in tandem with Risk, Client Support, Information Technology and CAMS across agreed, defined service levels.
Optimize Branch operational productivity outputs as per agreed mandate performance remediation plans (aka Battle Plans).
Meet operational expenditure thresholds in facilitating divisional strategy.
Meet operational expenditure relative to agreed budgets.
Facilitation and support of client engagement requirements as and when required.
Lead tactical accountability for the daily management of the Branch through the effective use of resources.
Drive and manage resource recruitment and performance management.
Ensure quality processes that prevent reputation risk to both Group and Clients.
Ensure SLA ratings with strategy/campaigns/dialler/WFM meet required standard.
Keep informed about client’s industry, International and national economic trends.
Communicating and advising Business unit regarding the divisional collection strategy.
Implementing and providing support to employees to ensure collection strategy is executed with appropriate knowledge.
Analyse business trends and best practice to improve the effectiveness of the branch/department.
Understand and implement collections strategies and liaise with relevant support departments to formulate action plans to improve quality.
Maintain compliance and consistent application of company code of conduct, policies, and procedures.
Ensure credibility of external vendors and manage the SLA’s.
Interpret and analyse quantitative and qualitative data for operational reporting, planning and action.
Conduct performance evaluations and provide constructive feedback to direct reports.
Ensure implementation of performance management throughout the division
Accountable for development and training for direct reports
Manage agreed performance standards and compiling comprehensive action plans for implementation.
Identify, develop, and accelerate Team Manager/ Team Leaders into Hi- Potential leaders.
Develop and articulate and Employee Value Proposition.
Deploy bespoke retention and development plans for key employees.
Identify & develop remediation plans to address people issues.
Accountable for the recruitment needs of the division by identifying vacancies and following correct procedures in ensuring vacancies are filled with the right candidate.
Project management / project implementation.
Desired Skills:

Financial Services
Debt Collections
Dialler Management
Workforce Management
Campaigns
Desired Qualification Level:

Degree

email: [email protected]