Call Centre Manager Collections

DJ&R CONSULTING ( NSSE HOLDINGS); Durban; On-site; ZAR 350,000 - 550,000; Full time

Job summary

A prominent consulting firm in Durban is searching for a Call Centre Manager to oversee debt collections operations. The ideal candidate will have relevant experience in management and collections, aiming to enhance performance metrics and operational efficiency. Join a growing team and contribute to strategic initiatives within the financial services sector.

Qualifications

• Grade 12 is mandatory.
• 2+ years of experience in Collections Environment.
• Minimum 2 years in a Management role.

Responsibilities

• Lead and manage effective operations in debt collections.
• Achieve key performance metrics for collections.
• Optimize branch operational productivity.

Skills

Leadership

Debt Collections

Management

Financial Acumen

Education

Bachelor’s Degree in Business

Job description

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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

• 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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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Accounting/Auditing and Finance

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