Debt Review Call Center Manager

1 week ago


Cape Town, Western Cape, South Africa MMWentzel Full time

Daily Functions

  • Drive overall performance, sales and manage processes.
  • Responsible for supervisory support, debi check authorizations, sales, leads and delivering results.
  • Produce reports and lead process meetings within the call center.
  • Provide training to new call center staff.
  • In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on.

Role / Responsibility

  • Manage teams
  • Ensure customer satisfaction and productivity
  • Meet targets
  • Motivate team members
  • Manage complaints
  • Monitor call transactions
  • Provide coaching and feedback to team members
  • Assist new hires
  • Client Interaction, where required
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
  • Effectively management of workload

Requirements:

  • Knowledge of the function, process and systems
  • Coaching and Feedback ability
  • Computer knowledge (speed, accuracy and navigation)
  • Excellent communication skills
  • Effective operations management
  • Strong sales Experience-This is not negotiable
  • Previous experience in a similar environment
  • Customer Service Orientation
  • Quality Orientation
  • Empathy for effective on the job coaching and feedback
  • Minimum 12 months' experience as a call center manager in at a debt review Call Centre
  • Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

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