Call Centre Manager - Debt Collection

Remuneration:	negotiable cost-to-company
Benefits:	None
Location:	Stellenbosch
Education level:	Degree
Job level:	Senior
Job policy:	Employment Equity position
Type:	Permanent
Reference:	#KGB DCM
Company:	Koeglenberg Attorneys

Manage the overall operations of the call centre, driving processes and procedures to ensure a high level of performance and achieving the identified collection targets.

Key responsibilities: 

Call centre operational management

• Ensure the efficient and effective management of the call centre
• Sets expected performance standards and targets for call centre agents based on quantifiable metrics, revising when necessary, to ensure performance consistent with group and client expectations
• Ensure consistent quality of calls, and identify improvements if necessary
• Coordinate activities of agents
• Generate, drive and manage client campaigns
• Monitor and track the collections and drive campaigns to achieve identified targets
• Deal with any queries timeously
• Analyse debt book and ensure call campaigns is aligned with client expectations and internal targets.

Reporting and accountability

• Provide weekly and monthly stats to track against collection targets
• Run reports and analyse data pertaining to the identified KPI’s
• Compile a monthly reports on collections

Legal compliance

• Ensure all agents on the National Credit Act
• Ensure all processes and procedures within the call centre align with necessary legal legislative requirements

Resourcing and people management

• Recruit, hire, train and evaluate staff members within the call centre to ensure a sufficient number of staff are available to handle the workload
• Effectively lead and manage the agents within the call centre
• Identify and retain top talent
• Implement necessary performance procedures and disciplinary action if and when necessary

Qualification

• Relevant commerce degree

Experience

• 7-10 years call centre management experience
• Outbound call centre experience
• Six-plus years debt collection experience

Prior knowledge

• Knowledge of Debt Collecting Principles
• Knowledge of the National Credit Act
• Debt Collectors Act
• Proficient in relevant software packages and applications

Skills and competencies:

(The abilities that the individual needs in order to perform this role effectively)

• Excellent interpersonal and verbal skills
• Customer focused
• High attention to detail
• Ability to work under pressure
• Professional
• Self-motivated
• Follow up
• Target driven

Company Description

Koegelenberg Attorneys was established in 1999 by Conrad Koegelenberg, mainly to assist a leading banking institution with their credit management and collection needs on a national basis. The practice initially focused mainly on debt collection and the development of more practical and timesaving pre-legal and legal processes in accordance with the Magistrates’ Courts Act (Act 32 of 1944) and the National Credit Act (Act 34 of 2005).

One of the areas in which Koegelenberg Attorneys excelled the most was the development of unique debt collection software in order to maximise efficiency and dynamics in the debt collection industry. This enabled us to provide a better and more technology advanced cutting edge service in an environment of continuous growing competition.

Posted on 07 Mar 15:20, Closing date 6 May