Manager Debt Collection: Team Lead - Centurion
Ntiyiso Consulting Group
A Contact Centre Team Leader supervises the day-to-day delivery of the contact centre processes and services. The team provides a customer service experience for customers needing assistance regarding their municipality accounts in line with Ntiyiso Consulting's operational excellence standards, procedural compliance and customer experience expectations. In addition, the Team Leader oversees the financial information analysis to make appropriate repayment agreements for customers with delinquent accounts. The main goal is to improve the cash position and reduce the debt book of the clients. Requirements TEAM MANAGEMENT • Managing the day-to-day activities of the team • Developing and implementing a timeline to achieve targets • Conducting training of team members to maximise their potential • Performance contracting and development • Conducting quarterly performance reviews • Managing cross-boundary relationships QUALITY ASSURANCE • Monitoring the implementation of the operations management recommendations • Developing and presenting the summary reports, identifying consistent issues, and proposing solutions QUERY MANAGEMENT AND RESOLUTION • Resolving all escalated valid queries per debt debtor type, area and service types • Ensuring that the clients are provided with feedback regarding the current query status • Ensuring resolution of all pending status queries and reports Essential Requirement • National Diploma/Bachelor's degree in Commerce, Finance, Economics, Business Management, Operations Management or related qualification. • 5 years prior experience in debt collection, customer service, call centre and/ or related work experience Desirable Requirements • 15 years of experience in debt collection, customer service and call centre or related experience Other Requirements are not prerequisite • Registration with the debt collection council Benefits Market Related Salary
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