Call Centre Manager

About the Role:

We are excited to announce an opportunity for the position of Call Centre Manager within our Collections division, based in Pretoria.

This is a fantastic opportunity to lead, inspire, and develop a dynamic team of Team Managers and Agents. You will take charge of their growth, driving their development to unlock maximum productivity and effectiveness, all while focusing on achieving stellar recoveries.

As the Call Centre Manager, you will craft and execute strategies, boost team capacity, and ensure the seamless implementation of business goals. You will be at the helm of the business unit's success, guiding a team of managers and expert agents to financial and operational triumphs.

Key Responsibilities:

Under the management /direction of the Operations Executive, the Call Centre Manager will have the following responsibilities (including but not limited to):

• Portfolio Management: You will be responsible for:
• Leading the execution of strategies and managing portfolios to maximise recoveries.
• Ensuring we consistently meet or exceed expectations for productivity, quality and collections.
• Optimising call centre productivity through hands-on team management, best practices, and continuous process improvement.
• Designing and executing operational strategy and daily portfolio analysis to drive efficiency and results.
• Overseeing administrative processes and reporting to ensure smooth operations and improved performance.
• Compile and produce relevant reporting and analysis to maximize results.
• Personnel Management: You will lead your team by;
• Actively managing Team Managers to ensure consistent performance management, coaching, and professional development.
• Ensuring staff are adequately trained, motivated, and supported, with an emphasis on performance excellence.
• Driving performance and applying disciplinary processes when necessary to ensure team alignment with goals.
• Managing attendance and compliance to ensure a productive and engaged workforce.
• Expand and develop teams.
• Coach and mentor staff in line with the Ver-Tex Solutions Values.

Service Excellence: You will foster excellence by;

• Cultivating strong, strategic relationships with executives, senior managers, and support staff.
• Ensuring we consistently deliver exceptional service and maintain high satisfaction, while driving continuous improvement.

Living the Ver-Tex Solutions Values: As a leader you will;

• Create a Positive Impact by leading with enthusiasm, drive positive outcomes and contribute to creating a productive work environment.
• Get It Done by demonstrating a strong sense of accountability and drive, ensuring tasks and goals are completed on time and to a high standard.
• Find Better Ways by continuously innovating and look for ways to improve processes, enhance performance and deliver better results.
• Do the Right Thing - Lead by example with integrity, ensuring decisions and actions align with the company's values and ethical standards.

Requirements:

• 5+ years Management experience in operations, particularly in a collections or credit management environment.
• Tertiary qualification in Credit Management, Business Administration, or related field (NQF Level 6+ preferred).
• A proven track record of successfully managing teams and developing talent.
• Expertise in portfolio management, relationship building, and team leadership.
• A proven track record of driving operational success while optimizing productivity and quality.
• Strong problem-solving and strategic thinking skills with a focus on continuous improvement
• High-level computer literacy.
• Management reporting and presenting experience is advantageous.
• Strong communication and interpersonal skills, with the ability to engage and motivate diverse teams.
• A results-driven mindset with a proven ability to manage under pressure and consistently meet targets

Job Type: Full-time

Pay: R40 000,00 - R50 000,00 per month

Work Location: In person