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Call Centre Manager Collections

2 weeks ago

Durban, KwaZulu-Natal, South Africa DJ&R CONSULTING ( NSSE HOLDINGS) Full time R90 000 - R120 000 per year

This role requires a seasoned Call Centre Manager, with a strong debt collections background,

The successful Candidate will be required to Lead, Manage, and ensure the Effective and Efficient Operation of the division in terms of the Implementation of divisional strategy

Minimum requirements

  • Grade 12
  • Bachelor's Degree or equivalent in Business or a related field preferable but not a requirement
  • Preferable 2+ years' experience within Collections Environment/ Financial Services Industry
  • Minimum 2+ years' experience in a Management role

Key Responsibilities:

  • Meet and exceed primary collection and recovery key performance metrics across a balanced scorecard encompassing people, process, financial and stakeholder metrics
  • Management of joint business objectives in tandem with Risk, Client Support, Information Technology and CAMS across agreed, defined service levels
  • Optimize Branch operational productivity outputs as per agreed mandate performance remediation plans (aka Battle Plans)
  • Meet operational expenditure thresholds in facilitating divisional strategy
  • Meet operational expenditure relative to agreed budgets.
  • Facilitation and support of client engagement requirements as and when required
  • Lead tactical accountability for the daily management of the Branch through the effective use of resources Drive and manage resource recruitment and performance management
  • Ensure quality processes that prevent reputation risk to both Group and Clients
  • Ensure SLA ratings with strategy/campaigns/dialler/WFM meet required standard
  • Keep informed about clients industry, International and national economic trends
  • Communicating and advising Business unit regarding the divisional collection strategy
  • Implementing and providing support to employees to ensure collection strategy is executed with appropriate knowledge

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