Call Center Manager

Job Description

Call Centre Team Manager (Debt Collection)

About this role : To manage and support the Call Centre Agents in achieving required input and output standards culminating in achievement of revenue and client Collection targets. Accountable for Call Centre Agents performance through quality monitoring, compilation of reports and coaching of Call Centre Agents to achieve high performance outcomes.

• Minimum requirements (Qualifications and Experience)

Grade 12 / Matric

A Degree / Diploma in any related field will be an advantage.

3 – 5 years of work experience in a Debt Collection Environment

Knowledge of the function, process in a Call Centre Environment

Track record of Coaching a Team

Good written and verbal communication

Proficiency in MS Office and Excel.

Decisiveness and initiation.

Persuasive

Influential

Analytical

Adapting and responding to change.

Goal Driven

Key Responsibilities :

Implement a performance and consequence framework to address non-performers within Acceptable time frames.

Manage agents who do not meet required performance standards through the internal improvement programme.

Identify & develop remediation plans to address undesirable team behaviour.

Deploy bespoke retention and development plans for key employees.

Remain below agreed attrition thresholds.

Achieve total collections against set client targets.

Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors.

Meet and exceed stipulated financial targets as per mandates.

Optimize operational productivity outputs as per agreed mandate performance remediation plans.

Behavioral actions will be held accountable against the new Agency Leadership pledge.

Assist new hires such that they are productive on the floor in the shortest possible time frame.

Client Interaction, where required Daily / Weekly / Monthly.

Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Collect and provide data required for various audits.

Effectively manage team workload.

Responsible for all Performance Management initiatives for the team Skills.

Knowledge and understanding of the following legislation : Protection of Personal Information Act, and Magistrates Court Act.

MS Office

Organizational Skills.

Multi-tasking.

Negotiation Skills.

Behavioral (Desirable).

Deadline driven.

Stress Tolerance.

Accountable.

Team Player.

Problem Solving.

Achieving personal work goals and objectives.

Cope well with pressure and setback.

Follow instructions and procedures.