Title: Late Stage Collections Manager

Synopsis
A leading company seeks to employ a Collections Manager to join their growing team.

Minimum Requirements
Experience:
• 5+ years’ Call Centre Management experience in a late stage collections call centre environment (debt rescheduling experience will be a strong advantage) with a staff complement of 100+.

Qualification:
• Grade 12
• University Degree or BTech Degree in Business Management/ Marketing Management & Sales (advantageous)
• Relevant call centre certifications

Functional Competencies
• MS Office
• NCA knowledge
• Labour legislation
• Call Centre Management best practice

Responsibilities
• Call Centre Administration
• Timeous and accurate sign off of timesheets and related payroll documentation
• Quality input into QA reports as well as BI report requirements.
• Workforce Optimization Administration
• Daily monitoring of teams attendance in terms of WF optimization reports
• Compliance to Workforce Optimization SOP’s
• Plan, objectives & priorities
• Clear, tangible and Timeous communication of plans to all relevant stakeholders
• Constant monitoring of real-time BI reports and take appropriate and Timeous action based on data and trends
• Resourcing, capacity, optimisation and utilisation, trade-offs, acquisitions and structures
• Ensure sufficient staff available to perform the work in collaboration with WFM
• Communicate roles and responsibilities to team
• Business processes, methodologies, systems, standards, policies and procedures
• Implement and monitor systems, processes and SOP’s and corrective actions
• Ensure integration of industry best practice standards into the Company’s Contact Centre
• Problem solving and decision effectiveness
• Resolve team issues and problems timeously and within SLA requirements
• Monitor and report
• Monitor BI reports and report on Call Centre operational performance
• Reporting on Call Centre performance to Departmental Manager
• Selection and staffing, succession, bench strength
• Conduct monthly probation reviews for Team Leaders
• Appoint new staff in line with EE targets
• Performance management and development
• Ensure that all Team Leaders have measurable performance objectives and understand how their performance is viewed and rewarded
• Take Timeous and appropriate corrective actions on non-performance communication, engagement, energy and teamwork
• Take appropriate disciplinary action in accordance with the Company’s Code of Conduct when necessary
• Engage, support and motivate department in achieving better performance than the previous review period

Behavioural Competencies
• Pro-Activity
• Leadership
• Developing Others
• Teamwork
• Presenting and Communicating Information
• Information Gathering and Problem Analysis
• Judgment
• Creating and Innovating
• Planning and Organising
• Quality and Detail Orientation
• Customer Focus