Call Center Manager

2 weeks ago

Cape Town, South Africa Debtline Full time

**Who are we and what do we believe in?**

We’re a deeply digitally focused, highly energetic, and very ambitious financial wellness business. Inala Money Group forms part of the Balfour Group which was founded in 2017, merging several successful tech businesses.

As a business that is fully committed to helping South Africans out of financial distress, we are experiencing incredible growth, and we need the right team to support it. The engine that drives our growth is an exceptional combination of technology, marketing, sales, and revenue collection, driven by a team of extraordinary talent.

Our FinTech arm Inala Money Outsourcing. We’re looking for a skilled Call Center Manager to join our Sales and Marketing team and help us on our journey of Hyper Growth

**The Role**

As a key participant of the Inala Money management team, you will oversee the outbound daily operations and manage the personnel for maximum effectiveness (roughly 50 agents and growing). You will report directly to the Chief Commercial Officer. You are organised, practical, able to solve problems on the spot but with the ability to see the bigger picture to drive ongoing improvements. If you have a passion for leading people, helping customers solve real problems through collaboration, you’re highly results-orientated with that special flair for sales, this is the place for you.

**Responsibilities and Duties**:
**Team Management**:

- Supervise and lead.
- Proactively lead a team of Sales Agents through four Team Leaders, providing guidance, support, and hands-on coaching
- Set clear performance objectives, track KPIs, and ensure all team members meet or exceed sales targets.
- Conduct regular performance evaluations and provide constructive feedback for continuous improvement.
- Create a positive and productive environment that fosters motivation, team-work, open communication and transparency within the team and with management.

**Workforce Management**:

- Develop a proper workforce plan to efficiently allocate resources are allocated effectively to skills pools, including staffing, scheduling, and making real-time adjustments in line with lead volumes, to meet service level and sales objectives.
- Monitor call volumes, analyse patterns, understand/ drive productivity levels from the agent level to ensure the sales targets are consistently met. and adjust staffing levels and schedules to optimize productivity and meet performance goals.
- Utilise workforce management tools to forecast demand, schedule staff, and manage intraday performance.
- Daily collaboration with Lead Manager to ensure lead quality and volumes are matched with staff in the most effective manner, taking converted lead profitability into consideration.

**Strategy and Planning**:

- In close collaboration with Inala Money management team, develop and implement sales strategies aligned with the company's goals to drive revenue growth and market expansion.
- Analyse market trends, customer feedback, and competitor activities to identify opportunities for improvement.
- Identify and share call centre best practices and create a plan to improve the call centre - taking cost, targets and staff excellent into account.
- Collaborate with senior management to set sales targets and create practical action plans to achieve them.
- Must take accountability for the sales team and consider his-/herself personally responsible for hitting the daily sales targets.

**Training and Development**:

- Design and execute training programs to enhance the sales team's skills, product knowledge, and customer service abilities.
- Provide ongoing coaching and mentoring to Team Leaders and Sales Agents to improve performance and career development.
- Identify and nurture talent within the team.

**Operational Excellence**:

- Ensure adherence to industry regulations, company policies, and best practices within the Debt Review sector.
- Monitor and optimize call center processes to maximize efficiency and effectiveness, suggesting ways to reduce friction during the customer journey.
- Implement robust quality assurance program measures to maintain high standards of service and compliance.
- Ensure that the quality of deals handed to the back-office team meets required standards through regular collaboration with internal stakeholders and Sales., supported by data.
- Actively use customer feedback and data insights to measure and improve agent/ overall call center effectiveness. i.e. Make informed decisions that have been thought through.

**Reporting and Analysis**:

- Generate regular reports on sales performance and evaluations of, agent/ team productivity, and key metrics to present to senior management.
- Daily tracking of critical metrics to create a culture of continuous improvement.
- Ensure that initiatives implemented are properly tracked for evaluation.
- Understand and consider the full product sales value chain end to end from lead through to revenue collection in the bac

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