Job Description

SUMMARY:
Leading debt collecting company in Cape Town seeking a Call Centre Manager
POSITION INFO:
Call Centre Manager
Location: Cape Town CBD
Salary: R30 0000 R60 000 p.m.
We are a leading debt collecting company in the financial services sector based in Cape Town. We are seeking an experienced Call Centre Manager to oversee our inbound and outbound teams, ensuring efficient operations, exceptional customer service and achievement of business objectives.
Key Responsibilities
Leadership & Team Management

• Manage a 120-seater call centre consisting of team leaders and call centre agents.
• Monitor call centre performance and ensure adherence to daily/weekly/monthly operational targets.
• Develop, identify and enhance team leadership skills to represent staff with excellence.
• Develop, implement and maintain training programs to enhance skills, performance and product knowledge.

Operational Efficiency

• Develop, implement and maintain call strategies in line with company strategic objectives.
• Optimize workflows, call scripts and internal processes to ensure optimised productivity.
• Analyse call centre related performance and compliance data and develop action plans to address improvement required.
• Develop strategies for continuous improvement.

Human Resource Management

• Assist with on-the-job training of all newly appointed employees.
• Continues training of agents who do not meet operational targets.
• Enforce all company policies to ensure adherence and follow prescribed human resources processes and procedures to identify and rectify all non-adherence and initiate disciplinary actions where necessary.

Requirements
Education:

• Grade 12 (Matric) is essential.
• Relevant Tertiary diploma/degree

Experience:

• Minimum 3 years of proven management experience in a call centre environment, preferably within the debt collections or financial industry.

Skills:

• Exceptional communication, leadership, and problem-solving abilities.
• Exceptional planning and organising skills.
• Demonstrating a goal orientated and pro-active mindset a non-negotiable.

If you meet the requirements and are ready to take on a leadership role within a company that offers ample opportunity for growth, wed love to hear from you!