Previous experience working as Support Service Manager in a Call Center Collections Environment

The main purpose of the Support Services Manager provides support to Call Centre operations by:
• Ensuring that the Enquiries Department runs efficiently and reflects a professional image for the Company at all times with particular emphasis on specified turn-a-round times and strict adherence to Client SLA agreements.
• Effectively managing the overall efficiency of the Trace Department. Ensure that all processes and workflows are maintained within the specified turn-a-round times to assist in expediting recoveries for the business.
• Managing the costs associated with various tracing mechanisms used within the business and regularly revisiting the most efficient ways / mechanisms to trace debtors.
• Taking ownership of and managing the Call Audit process within the business (in liaison with the PM’s / Supervisors). Responsible to ensure that the various Call Audit Assessment sheets are kept up to date and staff are well trained on how to use them.

Key Duties and Responsibilities:
Admin
Complaints Management
Enquirers Management
Refunds
Debit Order Management
Settlement Management
People Management