Talent Pool - Call Center Collections Manager - OneMCI - Pinelands

Cape Town, ZA Full-Time Job Title: Talent Pool - Call Center Collections Manager Job Type: Full-time, Permanent Location: Cape Town About Us: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. As we continue to grow, we are building a talent pool of exceptional individuals who share our passion for the customer experience. Position Overview: Are you a talented professional seeking exciting opportunity in the BPO sector? Join our Talent Pool As a Talent Pool Member, you'll become part of a community of skilled individuals ready to contribute to our future success. This is a unique opportunity to showcase your skills, stay informed about upcoming opportunities, and be considered for future positions within our organization. We are seeking a Collections Manager who will be responsible for overseeing and managing the collections operations within the call center environment. Your role involves leading a team of collections supervisors and agents, developing strategies to optimize debt recovery efforts, and ensuring compliance with regulatory standards. You will play a key role in driving performance, maximizing collections, and fostering a culture of excellence and compliance within the collections department. Submit your CV to be considered for various roles as they become available. Key Responsibilities: Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment. Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity. Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections. Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance. Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets. Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices. Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks. Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews. Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience. Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities. Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement. Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets. Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment. WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities: Associate Degree, Certification or Equivalent Combiation of Training and Experience Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role. Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets. Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism. Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks. Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes. Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement. Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget. Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities. Must be authorized to work in the country where the job is based. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion. This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources. At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits , social and recreational programs, and discipline . In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. MCI ( www.mci.world ) helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, call center services , customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP). MCI ( www.mci.world ) helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, call center services , customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP). Apply Now

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Talent Pool - Call Center Collections Manager - Pinelands

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