Industry:
Sales/Marketing – Sales/Marketing Management
Job Salary: Market Related
Workplace: On-site
Operations Call Centre Manager
Area; Sandton
Salary R60 000 – R75 000 p/m
Main Purpose of the Role
The Head Manager for shared services is responsible for overseeing and driving the efficiency, productivity, and scalability of operations within the Inbound, SWAT, Trace, Debit Order Authentication, Night Shift, and Tactical Reinforcement teams. The role involves developing bespoke strategies that enhance investments in people, technology, processes, and overall strategy to achieve desired outcomes and returns.
Minimum Requirements
~ 5-7 years call centre management experience
~ 10 years of experience in the collections environment and the financial services industry
~ Grade 12
~ Bachelor’s degree in business or a relevant field
~ Proficient in MS office
~ Must have inbound and outbound call centre experience
~ 2-5 years’ experience in a senior role with the ability to manage or oversee 150+- indirect employees
~ Must have extensive knowledge in collations and recovery
KPI’s:
• Expert working knowledge of and comprehension of regulatory compliance standards in terms of:
a. National Credit Act,
b. Debt Collectors Act,
c. Consumer Protection Act
d. PASA regulations in terms of Debit Orders
• Campaign Management- Good tactical insights into frameworks to facilitate operational execution.
• Advanced Stakeholder engagement – Ability to understand the needs and expectations of all stakeholders and working to manage and address their concerns.
• Project management/project implementation: A broad understanding of project management disciplines to facilitate the execution of projects to meet specific goals
• Statistical Skills: Ability to analyse and interpret data to create defined strategic and tactical calls to action.
• Portfolio management: Ability to develop procedures of identifying, analysing, and monitoring the Legal Portfolio’s performance.
• Performance management systems: Ability to implement policies and procedures that an organization can use to evaluate and manage the performance of its employees.
• Formulate vision, strategies, and concepts: Ability to see the big picture, develop a plan for achieving goals, and translating ideas into reality.
• Entrepreneurial mindset: Ability to think creatively and take initiative, as well as being resourceful and resilient.
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#Call Centre Manager #Operations Call Centre Manager #Managerment #Call Centre
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