Head of Debt Collecting Campaigns

**PLEASE READ THE WHOLE JOB DESCRIPTION**
- **JOB TITLE** Head of Debt Collecting Campaigns
- **DEPARTMENT ** Call Centre
- **LOCATION **Alberton
- **SALARY RANGE **R25 000 - R27 000 Monthly

**PURPOSE STATEMENT**

The Head of Debt Collecting Campaigns and is responsible for the effective and successful management of all

Campaigns. The experienced Head of Campaigns will ensure safe and efficient Campaigns & Strategies. Enhance the operational procedure, systems, and principles in the areas of information flow and management, business processes, enhanced management reporting, and look for opportunities to grow the Company and improve

Campaigns & Strategies. Carry out responsibilities in accordance with company's policies and procedure.

The Head of Campaigns manager duties and responsibilities may include planning, assigning, and directing work; authoring and discussing with employees, performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards.

**2. POSITION DESCRIPTION**

**MAIN OUTPUTS AND RESPONSIBILITIES FOR THIS POSITION**
- Plan and execute outbound dialer campaigns in collaboration with Call Centre OPS and Marketing teams.
- Forecast monthly cycle resources and connects with Call Center OPS to meet revenue targets and address risks in daily dialer ops meetings.
- Coordinate with Call Centre OPS to develop and execute daily calling plans.
- Prepare and ensure data accuracy in campaign reporting packs for daily dialer OPS meetings.
- Manage and resolve support tickets within SLAs with internal and external support partners.
- Perform performance dialer file analysis and communicate data concerns to stakeholders.
- Support Call Centre OPS with IT-related work streams/projects/issues.
- Develop and implement strategies to optimize campaign performance, including adjusting dialing modes.
- Create and maintain reports and dashboards using dialer reporting tools to track key metrics and trends.
- Stay updated on emerging trends and best practices in outbound dialing campaigns.
- Present findings and recommendations to stakeholders clearly and concisely.
- Collect, analyze, and interpret campaign datasets to identify trends, patterns, and insights.
- Project manage, implement, and optimize activities for performance campaigns.
- Analyze campaign performance, identify strategic opportunities, and exceed set KPIs.
- Maintain expertise in debt collection for effective campaign delivery.
- Manage day-to-day relationships with operations teams and colleagues.
- Achieve measurable success through KPIs, such as account turnover, profitability, and client retention.
- Communicate customer issues to operations team and devise solutions for improved customer experience.
- Organize and clean data for robust reporting and highlight operational efficiency in Collections.

**MAIN OUTPUTS AND RESPONSIBILITIES FOR THIS POSITION**
- Ensure data is transferred to relevant systems (Excalibur, Real Connect).
- Conduct file clean-up and ensure data is up to date.
- Identify and resolve discrepancies and follow up on queries.
- Compile and generate internal reports.
- Communicate all imports to relevant parties and escalate discrepancies outside of control.

**EDUCATION AND EXPERIENCE**
- Grade 12 plus a national diploma or degree related to credit control and debt collection.
- Tertiary qualification in a related field (data analysis or business management) advantageous
- At least 5 years of experience in configuring and supporting dialer software/systems

**EXCALIBUR SOFTWARE**
- **Computer Literacy: Excel and Other MS Office Products**:

- 3 to 5 Years working experience in a Debt Collection environment as a Campaigns manager.
- 1 to 3 years’ Experience on Excalibur
- Strong analytical skills with an attention to detail.
- Ability to work independently and as part of a team.
- EXPERIENCE
- Excellent communication and presentation skills
- Strong problem-solving skills
- Proficiency in configuring and managing dialer systems, creating dialing rules, and optimizing campaigns.
- Analytical skills to analyze campaign data and metrics and make data-driven decisions.
- Ability to prioritize and manage multiple tasks simultaneously.

**4. COMPETENCIES**

**KNOWLEDGE AND SKILLS**
- Understanding and implementing KPI’s for team
- Advanced MS Office skills with particular focus on Excel.
- Good reporting Skills
- Energetic, Proactive and Dynamic.
- Manage Campaigns team’s performance.
- Self-starter, able to prioritize, multi-task and to work independently and as a team player.
- **Excellent written and verbal communication**:

- Suggest new methods of data capture, analysis and reporting to provide continuous improvement and value to clients served.
- Knowledge and understanding of debt collecting systems (Excalibur), dialer operations, debit order management and client portfolio management.
- Independent thinker.
- Flexible and willing to put in extra hours when necessa