Main purpose:

An exciting opportunity for Group Manager has just become available on our multi-channel campaign, one of the leading energy suppliers to domestic, commercial and business customers in the UK.

We are looking for a professional, high performance individual, with exceptional leadership, process management and client liaison skills, to be responsible for managing and leading a team of Team Leaders to achieve performance targets, while building a positive, engaged team environment.

Key responsibilities:

? Driving operational excellence & performance in both inbound and outbound collections environments;

? Growing the business by delivering an increase in revenue and value for the business;

? Executing strategies to improve your teams’ overall performance;

? Leading a team of Assistant Managers/Team Leaders to perform effectively against set targets/KPIs;

? Leading interventions in your campaign that deliver cultural change and transformation within the business;

? Managing change by ensuring that your teams are fully prepared through effective leadership, coaching and support;

? Working closely with HR, Training and QA to support the journey of new starters;

? Implementing resource and contingency arrangements;

? Client liaison;

? Process ownership and improvement;

? Monthly payroll for the division;

? Ensuring achievement of SLA’s across multiple channels through effective use of staff and multiskilling.

Compliance:
•Ensure all activities comply with FCA and TCF guidelines.

Key requirements:

? A Matric / Grade 12 Certificate or equivalent;

? A relevant tertiary qualification is preferable.

Experience, knowledge, skills and attributes required:

? A proven track record of 5 years’ management experience in a multi-channel customer service/contact center environment, preferably dealing with UK clients;

? Knowledge of and experience in Collection, Dialers and the implementation of dialer strategies;

? 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.

The ability to:

? 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;

? Multi-task, work under pressure and cope with high volumes of work;

? Cope with pressures and setbacks;

? Manage and improve processes.

Working hours:

? The campaign’s operational hours are 10h30 - 19h30 during the UK Winters and 09h30 - 18h30 during the UK Summers, Mondays to Fridays.