Jobs in Go!

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 managementEnsure the efficient and effective management of the call centreSets expected performance standards and targets for call centre agents based on quantifiable metrics, revising when necessary, to ensure performance consistent with group and client expectationsEnsure consistent quality of calls, and identify improvements if necessaryCoordinate activities of agentsGenerate, drive and manage client campaignsMonitor and track the collections and drive campaigns to achieve identified targetsDeal with any queries timeouslyAnalyse debt book and ensure call campaigns is aligned with client expectations and internal targets.Reporting and accountabilityProvide weekly and monthly stats to track against collection targetsRun reports and analyse data pertaining to the identified KPI’sCompile a monthly reports on collectionsLegal complianceEnsure all agents on the National Credit ActEnsure all processes and procedures within the call centre align with necessary legal legislative requirementsResourcing and people managementRecruit, hire, train and evaluate staff members within the call centre to ensure a sufficient number of staff are available to handle the workloadEffectively lead and manage the agents within the call centreIdentify and retain top talentImplement necessary performance procedures and disciplinary action if and when necessaryQualificationRelevant commerce degreeExperience7-10 years call centre management experienceOutbound call centre experienceSix-plus years debt collection experiencePrior knowledgeKnowledge of Debt Collecting PrinciplesKnowledge of the National Credit ActDebt Collectors ActProficient in relevant software packages and applicationsSkills and competencies:(The abilities that the individual needs in order to perform this role effectively)Excellent interpersonal and verbal skillsCustomer focusedHigh attention to detailAbility to work under pressureProfessionalSelf-motivatedFollow upTarget driven https://protool.gumtree.co.za/external-link-browser.html?urlaHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMzIwXzU2NzcwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ&jid1792317&xid1320_56770 Apply Now

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Jobs in Go!