Customer Call Centre Manager

Customer Call Centre Manager

Founded in 2004, the IDM Group has established itself as South Africa’s leading debt management business. We pride ourselves on providing the best debt counselling and financial solutions to South African consumers. To date, we have assisted more than 40,000 clients.

As the industry leader and owner of DebtBusters, South Africa’s largest Debt Counsellor, IDM believes passionately in the role of debt counselling for all over indebted South Africans.

We have a fast-paced, innovative and entrepreneurial culture. We have a track record of detecting opportunities and turning them into very lucrative business ventures. Our business is dynamic, ever-changing and strategically focused.

**Key Responsibilities**
- Create an environment for optimal performance
- Ensure a performance-driven, participative culture
- Create enthusiasm and drive engagement through reward and recognition
- Hire, onboard and train new joiners
- Grow and develop talent
- Lead team meetings and give presentations to executives.
- Develop and deliver call centre strategy, goals and key performance metrics
- Evaluate and effectively manage customer call centre resources, including preparing and planning work schedules to ensure sufficient coverage and monitoring and managing staff attendance, adherence and occupancy
- Collect and analyse Customer Call Centre performance data and trends, offering insights to the business
- Timely and accurate submission and presentation of weekly, monthly & quarterly operational data
- Provide input and support, monitor performance and take relevant actions needed to achieve required Service Level Agreement (SLA)
- Maintains a high level of quality and resolves escalated queries in the customer call centre
- Driving the digitization of the services environment and the delivery of automation and solutions to reduce agent and client effort and enhance customer experience.
- Partnering with other client teams and stakeholders to ensure effective customer service delivery
- Creates a culture of innovation and continuous improvement by identifying opportunities that add value to the customer and the business

**Key attributes and competencies**
- An entrepreneurial and strategic approach
- Planning, prioritising, organising and resource management
- Results driven with a commitment to excellence
- A focus on quality and customer service
- Decisive and action-oriented
- Analytical review of data and call centre statistics
- An ability to problem-solve and deal with complex issues
- Management/leadership qualities
- Professional, positive
- Ability to work under pressure
- Resilient, adaptable and responsive to change
- Motivating, developing and performance management
- Self-motivated, self-starter
- Excellent interpersonal skills including coaching
- Collaborative, builds relationships and works well with all people to achieve objectives
- Strong written and verbal communication skills, good at presenting and communicating

**Key requirements and qualifications**
- Matric with Mathematics and English (1st language)
- Bachelor’s degree
- Highly proficient with Microsoft Office (especially Excel)
- Debt Counselling qualification (advantageous)
- Lean Six Sigma training and qualification (advantageous)
- Extensive customer services experience
- **A proven track record of 3-4 years of management experience in a customer service call centre environment**:

- **with a minimum 2 years experience in managing Team leaders**:

- Knowledge of and experience in contact centre performance metrics, reporting, technology, tools and best practice methodologies