Main purpose:

An exciting opportunity for Assistant Managers has just become available on our brand new campaign in Century City. Our client is a leading provider of natural gas, electricity and green energy. They serve more than 2 million customers across North America. Along with electricity and natural gas supply, they offer green energy product options and energy efficient programs that let customers support a cleaner environment.
This is a multi-geo campaign working with across South Africa, India and the US and will include collections as well as Analytics delivery
We are looking for self-motivated, results-oriented, innovative individuals with sound communication skills. The successful candidates will have the leadership ability to manage a team of associates, while building a positive, engaged work environment.

Key responsibilities:

Operational Delivery
• Exceeding client targets and customer expectations at all times
• Create and deliver all required reports for this level
• Deliver contractual and commercial performance through cost and profitability management
• Handling escalations and complaints
• Completing Quality Assessments as required and providing feedback and coaching Innovation
• Drive continuous improvement and create value by delivering excellent customer experience People Management
• Create a high-performing, highly-engaged team through modelling desired with company leadership behaviors, effective coaching, performance management and recognition Compliance & Governance

• Adhering to Collections work flows in ensuring that the company remains compliant in their interactions with JE customers and with all relevant process and regulatory standards Cost Management

• Control and minimize costs

Working hours:
Candidates must be able to work the following operational hours:
• 9.00 AM- 8.00 PM Monday to Friday, (including all SA public holidays
• A monthly fixed shift allowance will be paid for working the above hours

Qualifications required:
• A Matric / Grade 12 Certificate or equivalent
• A relevant tertiary qualification is preferable

Experience, knowledge, skills and attributes required:
• A proven track record of 3 years’ management experience in a collections / contact center environment, preferably dealing with US clients

• Strong administrative and organizational skills;

• Sound problem solving and decision-making skills;

• Excellent team management & leadership skills;

• High attention to detail and accuracy;

• Exceptional interpersonal and communication skills;

• Strong financial acumen;

• Effective negotiation, influencing and persuasion skills;

• High client-focus;

• Results-driven team player;

• Experience in process ownership & improvement;
•Be agile and able to adapt to change quickly, in a fast-paced environment;
• Behave in a professional manner and with absolute discretion in all situations;
• Priorities and manage work flow;
• Analyze, validate and interpret data / reports;
• Resolve conflict situations amicably