Main Purpose
To manage and oversee the Collections Call Centre so that performance and productivity is maximized resulting in overall reductions target being met consistently.
Key Accountabilities
? To ensure the Collections Call Centre is delivering according to operational plans and goals, within budget
? Ensure Call Centre productivity is optimized through hands-on management of the team and introduction of best practices
? Relationships with external stakeholders are formed and sustained at the appropriate level
? Administrative process are implemented to enable smooth running of department
? Strategic and best practice thought leadership within the Collections Call Centre to enhance Operational competencies
? Compile and produce relevant reporting and analysis in order to maximise results
? People are led and managed optimally and Performance Management applied consistently
? Coach and mentor staff in line with the company values
Leadership Attributes
? Coaching & learning facilitation skills
? Ability to inspire & ignite optimistic, positive energy
? Ability to think & act systemically & strategically
? Confidence in Decision making
? Capacity to collaborate, integrate & facilitate teamwork
? Self-monitoring, personal management & self-discipline
? Learning agility & adaptability
? Patience, endurance & tenacity
? Business acumen
? Sense of personal accountability & internal locus of control
? Ability to lead from the front & peoples person
? Solution-orientated
Knowledge, Skills and Experience
Skills
? Excellent verbal, written and facilitation communication skills
? Ability to think & act systemically & strategically
? Capacity to collaborate, integrate & facilitate teamwork
? Self-monitoring, personal management & self-discipline
? Learning agility & adaptability
? Sense of personal accountability & internal locus of control
? Deadline driven
? Analytical with the ability to make good insightful decisions
? Ability to cultivate and sustain good working relationships
? Ability to influence appropriately
? Attention to detail
? Ability to work under pressure
? Planning, scheduling and organising skills
? Ability to think creatively & innovatively within area of accountability
? Solution-orientated
Experience
? 3 years Management experience in large size Collections Call Centre essential
? Experience in Lending & Retail Industry Collections preferred
? External Debt Collections Management Experience Advantageous
? Experience in Dialler Operations within a call centre
Knowledge / Qualifications
? Degree/Diploma in Commerce/Credit Management required
? Knowledge of DCA ,ADRA and other Collections Legislations rules and regulations