Debt Review Call Center Manager

8 hours ago

Cape Town, 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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