Department Manager: Inbound Collections
1 month ago
We are seeking a highly skilled Department Manager to lead our Inbound Collections and Debt Review team. The successful candidate will be responsible for developing and implementing strategies to increase profitability, managing a team of Team Managers, and ensuring compliance with regulatory requirements.
Key Responsibilities- Inbound Collections & Debt Review Strategy
- Develop and execute functional strategy and projects to the Inbound collections and Debt Review teams
- Participate in the implementation and monitoring of strategic and departmental projects
- Research and design contact centre best practises and trends to ensure alignment with industry standards
- Drive recruitment strategy and resource models in line with departmental strategy or projects
- Operational Management
- Revise, adapt and manage processes, systems and practices based on the operational business needs and priorities
- Draft and maintain Standard Operating Procedures documentation
- Develop business case and requirement specifications that will support any new system or functional requirement within the department
- Monitor, analyse and interpret data to ensure achievement of relevant key performance indicators
- Actively manage dispositions across telephony architecture
- Communicate clearly, effectively, and timeously to ensure that internal and external stakeholders are engaged on relevant matters
- Attend and participate in internal and external stakeholder meetings and maintain effective stakeholder relationships
- Ensure compliance to all policies, procedures, regulatory and legal elements of the organisation
- Participate in project related activities
- Adopt First Call Resolution competency
- Detect and escalate fraud and misrepresentation to the respective lines and department
- Operationalise all payroll related activities including management of overtime/special time/transport waybill
- Management of People
- Manage and lead a team of Team Managers
- Implement strategic plans and objectives through influencing and implementing effective recruitment, training, motivation, and evaluation of employees
- Provide effective leadership to team members to achieve optimal efficiency of the department and to build a cohesive and well-motivated team
- Provide visible and clear leadership to team, promoting a culture of high performance and customer focus
- Conduct regular team meetings to ensure high levels of communication, teamwork, integration, motivation, training and productivity
- Mentor and coach employees and identify needs and update career growth plans
- Ensure team members have clear and realistic targets/goals which are assessed monthly through the KPA performance management reviews
- Manage non-performance or probation requirements as stipulated in Tenacity policies and /or contractual agreement
- Ensure timeous contracting of KPI's with Agents and Team Managers
- Grade 12 / Matric or equivalent
- Bcom Management qualification advantageous
- Diploma in Credit Management advantageous
- Relevant Contact Centre certifications (advantageous)
- Minimum 5 years' experience in a Team Manager position
- Minimum 3 years' experience in a Department Manager position
- Solid understanding of contact centre processes, technology and tools
Successful track record in managing large scale contact centre (100+ FTE)
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