National Debt Advisors, a Debt Review leader in the financial industry, is looking for a Back Office Manager to oversee the relative departments in the division!We are driven by enhancing the customer experience with professional and engaging interaction. Do you share this vision in taking the Debt Review industry to new heights, coupled with the skills to empower people? Join us today!

Requirements:

• Matric/NQF Level 4 (essential)
• Clear ITC and criminal record (essential)
• Min. 3 years' Debt Review experience
• Min. 2 years’ experience in an inbound managerial role (essential)
• Min. 2 years' experience in a customer service role (essential)
• A proven, sound understanding of the debt review industry (essential)
• Registered Debt Councellor (advantageous)
• Simplicity experience in a Debt Review company (advantageous)
• Financial service experience (preferred)
• Good, contactable references
• A clear disciplinary record

Skills and Qualities:

• The ability to lead a large call center inbound team, with professionalism
• Ability to demonstrate analytical and problem solving skills
• Advanced Excel (preferred)
• Outstanding attendance and timekeeping (not negotiable)
the ability to coordinate inbound teams, queries, ticketing systems and escalations effectively
• Ability to work in a highly pressured environment whilst maintaining quality work and a positive attitude
• Manage the team of inbound agents in accordance with business strategies, process and metrics

Responsibilities include, but not limited to:

• Conducting performance management of the agents within the department
• Providing training, coaching, performance improvement plans for all agents within the department
• Ensure excellence in Customer Service on all platforms and mediums
• Preparing all daily, weekly, monthly reporting on team performance set against targets
• Ensuring Quality Control measures are actioned to guarantee accurate completion of work complete by agents
• Call listening as additional monitoring with tools that have been provided by the company
• Managing usage of relevant systems and tools
• Ensuring all relevant HR documentation is submitted electronically as well as manually

Please Note: Correspondence will only be conducted with shortlisted candidates. Should you not hear from us within 7 days, please consider your application unsuccessful for the specific vacancy you applied for. All applications sent to National Debt Advisors will go onto our database and once a suitable vacancy becomes available, we will be in contact with you.