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Call Centre Manager

Company Transaction Capital Recoveries
Reference # CCM002
Published 26/06/2019
Contract Type Permanent
Salary Market Related
Location Hyde Park, Gauteng, South Africa
Introduction
To lead, manage and ensure the effective and efficient operation of the Call Centre in terms of the implementation of divisional strategy, policies and procedures following the legal process to achieve set goals (revenue targets and rankings), quality compliance, people development and performance management through innovative solutions. Accountable for achieving agreed performance standards and comprehensive action plans. To achieve first placement rankings or exceed IPM target.
Job Functions Call Centre,Legal,Management
Industries Financial Services
Specification
Operational Management
oCommunicating and advising supervisors regarding the divisional collections strategy.
oProvide support to employees to ensure collections strategy is executed with appropriate Legal Process knowledge:
S129 (Letter of demand)
Summons to be issued
Request for default judgment (RDJ)
S65 Process
Emolument attachment order (EAO)
Warrant of execution
oImplementing of Summons campaigns
oUnderstanding of Legal call strategies
oManaging and overseeing daily legal campaign volumes
oBuilding and maintaining internal business relationship with campaigns
oMonitor collections from the legal campaigns – settlement driven campaigns

Quality Assurance
Understanding and implementing collections strategies and liaise with relevant support department to formulate action plans to improve quality.
Ensuring legislative compliance in the Call Centre


Relationship Management
Building and maintaining work relationships with all relevant stakeholders, communicating through appropriate meetings and forums to inform stakeholders regarding call centre activity and performance.


Administration
Analysing MIE reports
Managing Call Centre headcount and control Call Centre expense budget

Performance Management
Ensuring the implementation of performance management through the Call Centre


Requirements
Minimum Qualification:
Grade 12
Bachelor’s Degree or equivalent qualification in Business or a related field
Proficient in Microsoft Office Packages

Minimum Experience:
3 - 5 years experience in a Collections Environment / Financial Services Industry
2 - 3 years’ experience in a Collection Management role

Technical:
Microsoft office
Knowledge and understanding of:
oCollections
oNational Credit Act
oDebt Collector Act
oConsumer Protection Act
oPrescription Act
oLegal Process
oDebt Review
oAdministration
oSequestration and Liquidation
oPerformance Management Systems
oAssociation of Debt Recovery Agents
oLaw Society
MBD Attorneys systems:
o Cheetah
o Interactive
oClient Services
oStaff query system

Behavioural:
Negotiation skills
Values (RIIE)
Accountability
Stress tolerance
Communication skills both written and verbal
Target driven
Disciplined
Problem solving
Leadership skills
Conflict Management skills
Multi – tasking
Team - player


Job Closing Date 17/07/2019
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Last Updated: 5 days ago [19.07.02.08]
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