Call Centre Manager Debt Collection - Stellenbosch, South Africa - Koegelenberg Attorneys

Description

Role title:
Call centre manager - debt collection


Reports to:
operations manager

Main purpose of the role

Manage the overall operations of the call centre, driving processes and procedures to ensure a high level of performance and achieving the identified collection targets.

Key responsibilities:

Call centre operational management
Ensure the efficient and effective management of the call centre
Sets expected performance standards and targets for call centre agents based on quantifiable metrics, revising when necessary, to ensure performance consistent with group and client expectations
Ensure consistent quality of calls, and identify improvements if necessary
Coordinate activities of agents
Generate, drive and manage client campaigns
Monitor and track the collections and drive campaigns to achieve identified targets
Deal with any queries timeously
Analyse debt book and ensure call campaigns is aligned with client expectations and internal targets.
Reporting and accountability
Provide weekly and monthly stats to track against collection targets
Run reports and analyse data pertaining to the identified KPI's
Compile a monthly reports on collections
Legal compliance
Ensure all agents on the National Credit Act
Ensure all processes and procedures within the call centre align with necessary legal legislative requirements
Resourcing and people management
Recruit, hire, train and evaluate staff members within the call centre to ensure a sufficient number of staff are available to handle the workload
Effectively lead and manage the agents within the call centre
Identify and retain top talent
Implement necessary performance procedures and disciplinary action if and when necessary
Qualification

Relevant commerce degree
Experience
7-10 years call centre management experience
Outbound call centre experience
Six-plus years debt collection experience
Prior knowledge
Knowledge of Debt Collecting Principles
Knowledge of the National Credit Act
Debt Collectors Act


Skills and competencies:

(The abilities that the individual needs in order to perform this role effectively)
Excellent interpersonal and verbal skills
Customer focused
High attention to detail
Ability to work under pressure
Professional
Self-motivated
Follow up
Target driven