Collections Call Centre Manager

SUMMARY:

A financial services provider within the automotive industry is seeking an entrepreneurial Call Centre Manager to support the Director of Operations, ensuring optimum operational efficiency and maintenance of required levels of governance, by taking full responsibility of the Collections and Client management function of the group, covering client interactions, call centre management, campaign design and deployment of technology to manage services.

POSITION INFO:

Minimum requirements for the role:

• Must have a B Com or similar degree
• Minimum of 5-years’ experience in a call centre will be required
• Previous management experience is essential
• Must have a valid driver’s license and own transport
• The ability to understand and converse in multiple of the official languages of South Africa is important
• Must be highly proficient in MS Office, especially Excel as well as the internet, web functionality and social media.

The successful candidate will be responsible for:

• Recruiting appropriate staff for the optimised functioning of the portfolio.
• Training and onboarding new staff.
• Setting and reviewing key performance indicators and personal objectives for direct and indirect reports in line with Personal Development Plans.
• Coaching and developing staff and encouraging continuous personal development so they can meet and improve their key performance indicators and personal objectives.
• Managing a team of Client Liaison officers, administrative and other staff supporting the Collections function.
• Preparing staff rosters and monitoring staff attendance.
• Monitoring call volumes and call systems to ensure the call centre is running smoothly at all times.
• Disciplining staff should they deter from company procedures and identifying and managing fraud.
• Reviewing agent calls and notes on the system to ensure adherence to company procedures.
• Ensuring adherence to company policies, procedures and processes.
• Providing effective and consistent Active Client Management as defined by the company.
• Achieving collections targets set by management.
• Digitising the collections process with appropriate technologies that increase collections efficiencies and reduces dependency on human interaction.
• Being the bridge between the collections function and other departments in the company (Fleet management, legal department, finance, originations).
• Identifying clients who need to be handed over to legal for various reasons.
• Following up and resolving matters on clients who experience issues in making payment (Mechanical, accident, impounded, stolen, permit issues, trading issues) and ensuring good customer service.
• Providing daily, weekly and monthly reporting to Management and Executives.
• Developing improved reports and reporting methods.
• Reporting to agents on their performances.
• Improving business processes to enhance the efficiency of the Collections function.
• Working closely with other divisions in the organisation with regards to reporting and other requirements.

Salary package is highly negotiable depending on experience gained

NB! This job is now closed. You can apply for other jobs by uploading your CV.