Collections Operations Manager:
We are in searched a DYNAMIC, PERFORMENCE DRIVEN collection manager based in call centre in finance department.
Oversees up to 4 Department managers.
Managed can be delinquent accounts
Utilizes existing & emerging call center technology to meet business & customer/associate satisfaction goals
Manages inbound & outbound calling strategies to maximize efficiency & effectiveness
Responsible for meeting all productivity targets while mitigating delinquencies/losses
Demonstrates leadership within divisions & responsible for front line manager development
Implements strategic plans, objectives, & budgets through effective recruiting, training, motivation & evaluation
Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements
REQUIRED SKILLS 3-5 years experience managing in an Inbound/Outbound call center and/or Collection Experience (only candidates with proven collection experience shall be contacted)
Grade 12
ITC clear/ no bad debit
Demonstrated proficiency with auto-dialer and/or collections account management systems
Detail to organization and time management
Proven ability to coach, train, evaluate and counsel staff in an environment of change
Excellent written and verbal communication skills along with excellent negotiation skills
Flexibility and ability to manage multiple, competing priorities to completion, on time and within budget constraints
Experience assisting Team Managers and/or Collectors in handling escalated calls to resolution
Solid Computer Skills, including Word, Access, Outlook and Excel
Ability to create, maintain and enhance excel reports and pivot tables in order to monitor staff daily performance and investor reporting