Junior Operations Manager

7 days ago

Cape Town, South Africa Intelligent Debt Management Full time

**Junior Operations Manager - Call centre environment**

DebtBusters is currently seeking a** Junior Manager, for the Outbound Sales department**. This department is a call centre that performs solicited outbound calling, in response to queries made for debt solutions with DebtBusters. This department is the “face of DebtBusters” as the first contact made after an enquiry. We are looking for a personality that can improve an already well-performing department with new ideas on training and coaching.

As Junior Manager you will manage Team Leaders. The role includes managing the performance and outputs of consultants and team leaders in the Financial Assessors department to ensure company targets and objectives are met. As the link between senior management and consultants/teams on the floor, you are required to communicate effectively, manage capacity, as well as ensure training and development across all teams is relevant and up to date. You will be challenged to consistently contribute new ideas for systems, revamp and streamline processes, handle difficult conversations and problem solve situations. Additionally, you will be required to sign off on commission, overtime, and incentive results for the department monthly, while managing shifts and attendance as well as planning and implementing internal and external new joiner movements, training and development.

**Key Responsibilities**:

- Manage performance and outputs of consultants and team leaders
- Plan and manage overall capacity
- Conduct continuous training and knowledge share opportunities
- Generate and contribute new ideas for systems and processes
- Handle difficult conversations, manage discipline and problem solve quickly and effectively
- Sign off on commission, promotions, demotions, overtime hours and incentive results monthly or when applicable
- Plan and implement new joiner (internal and external) movements and training
- Understand all lead journeys, campaigns, and scripts
- Manage lead interactions and handle lead escalations and complaints
- Work with the Inbound manager to improve the channel
- Work with the Chat manager to improve the channel

**Key Requirements**:

- 3-5 years operations or call centre experience in a management position, preferably in Sales
- Experience of planning business strategies for generating high returns.
- In depth working knowledge of workflow, processes, procedures and must have working experience within a Sales Environment
- Understanding of a Sales funnel and how to improve a funnel.
- Effective leadership & motivational abilities for managing the sales staff
- Knowledge of maintaining & updating the essential sales report formats, provides the timely feedback to management about the conversion rate and performance of the staff

**Key Competencies**
- High levels of accountability and integrity
- Excellent attention to detail and an analytical mind-set
- Exceptional business communication skills
- Entrepreneurial and strategic approach
- Strong organisational ability along with excellent time management
- Target Driven
- Comfortable with fast moving environments and challenging stakeholders

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