Team Lead Contact Centre

4 weeks ago

Centurion, South Africa Ntiyiso Consulting Group Full time

Who are we? Ntiyiso Consulting Group is an authentically African and globally wired management consulting firm specialising in all major industries. We deliver sustainable solutions through three subsidiaries, viz. Ntiyiso Revenue Consulting, Ntiyiso Business Consulting and Ntiyiso Industrialization Consulting. Ntiyiso means 'TRUTH' in the Xitsonga language. Therefore, we are naturally inclined to deliver the most trusted solutions to our clients and at the heart of why we exist lies our purpose: to empower institutions that enable Africa's development.

Job Purpose A Contact Centre Team Leader supervises the day-to-day delivery of the contact centre processes and services. The team provides a customer service experience for customers needing assistance regarding their municipality accounts in line with Ntiyiso Consulting's operational excellence standards, procedural compliance and customer experience expectations. In addition, the Team Leader oversees the financial information analysis to make appropriate repayment agreements for customers with delinquent accounts. The main goal is to improve the cash position and reduce the debt book of the clients. Key Responsibilities

**TEAM MANAGEMENT**

Managing the day-to-day activities of the team

Developing and implementing a timeline to achieve targets

Conducting training of team members to maximise their potential

Performance contracting and development

Conducting quarterly performance reviews

Managing cross-boundary relationships

**QUALITY ASSURANCE**

Monitoring the implementation of the operations management recommendations

Page 3 of 3

Developing and presenting the summary reports, identifying consistent issues, and proposing solutions

QUERY MANAGEMENT AND RESOLUTION

Resolving all escalated valid queries per debt debtor type, area and service types

Ensuring that the clients are provided with feedback regarding the current query status

Ensuring resolution of all pending status queries and reports

**QUALIFICATIONS AND EXPERIENCE**

Essential Requirements:

- National Diploma/Bachelor's degree in Commerce, Finance, Economics, Business Management, Operations Management or related qualification.
- 5 years prior experience in debt collection, customer service, call centre and/ or related work experience.

Desirable Requirements
- 15 years of experience in debt collection, customer service and call centre or related experience

Other Requirements are not prerequisite

Registration with the debt collection council

**WORKING CONDITIONS AND SPECIAL REQUIREMENTS**

Shift work, Overtime, Travel, Uniform, Special conditions

Expected to work long hours from time to time, sometimes shift work

**Duration of Employment**

Performance-based Fixed Term Contract

**JOB COMPETENCIES **- Skills, Knowledge, and Attributes

**Behavioural Competencies**
- Communication Skills
- Delegation
- Professionalism
- Emotional Intelligence
- Proactive Self-starter
- Multi-tasking
- Ability to work under pressure
- Results-driven
- Adherence to company values

**Technical/ Proficiency Competencies**

Knowledge of municipal policies (credit control and debt collection)

Ability to obtain customer details from the municipal finance system

Good understanding of CRM practices and systems, such as APT & Presence Suite systems

Customer Orientation

Negotiation skills

Attention to detail

Influencing skills

Risk and Compliance Management
- Time management
- Presentation skills
- Problem-solving skills
- Proficiency in business English and other South African official languages

Expected Start Date: 2024/05/01

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