Job Description

Job description

To provide leadership, management, and support to the EDC Operations Teams to ensure the execution of the collection's strategies through the management of the daily productivity in and output measures required to achieve and exceed the client and internal collections targets.

QUALIFICATIONS & EXPERIENCE REQUIRED

Minimum Matric qualification is mandatory. Tertiary qualification or course in Management is an advantage. 7+ years working experience in a large Call Centre at a debt collection company or financial services. 5+ years proven experience as Collections Call Centre Manager or in a similar role. Sound understanding of collections KPAs and KPIs within an account delinquency life cycle. Good understanding of business functions such as HR, Finance, Marketing etc. Working knowledge of data analysis and performance/operations metrics. Sound Knowledge of EDC Management - allocations and performance reporting.

YOUR KEY AREAS OF RESPONSIBILITY INCLUDE, BUT ARE NOT LIMITED TO:

Allocation of accounts to External Debt Collectors and management thereof. Stay on top of File management and processing of account allocations Design and implement collection strategies, plans and procedures to align to collection expectations Set comprehensive goals for performance and growth with EDC. Measure's effectiveness and efficiency of operational processes and find ways to improve processes. Establish policies and procedures that promotes collection performance company culture and vision. Oversee the daily/Weekly / Monthly operational functions of the EDC collection call centres of the company and collaborate closely with other functional areas to ensure optimal performance i.e. IT, Technology, Data Analytics, Campaign Strategy, Client Services, Finance, Facilities and Human Capital, Compile and submit reports to the CEO, and board of directors as and when required. Ensure all EDC performance targets are met by empowering, motivating and developing an External operational team to achieve desired results and set targets. Operational planning & managing the daily running of the EDC Call Centre operations. Meeting and setting performance targets for speed, efficiency, sales and quality. Managing the assigned EDC Centre operation efficiently and effectively, demonstrating great leadership and a passion for service and sales delivery Crafting a high-performance culture and applying the 3C's - closer to colleague, closer to client and in control of your business. Conducting performance management of EDC call Centre resources. Coaching, developing, motivating and retaining staff and coordinating reward and incentive schemes. Attracting and retaining the best EDC and managing the development of skills and performance within the EDC team. Ensuring the delivery of high-quality service to all internal and external stakeholders. Managing risk within acceptable levels. Reviewing the performance of staff, identifying training needs for call Centre resources. Ensure effective management of payover procedures and invoicing is managed timeously with EDC Teams

COMPETENCIES & SKILLS REQUIRED

Aptitude in decision-making and problem-solving Customer Centric Excellent interpersonal and public speaking skills Meticulous and detail orientated Outstanding organisational and leadership abilities Strong leadership skills Strong multitasking and cross-functional skills Strong Cost and Management planning Strong Risk Management Skills Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.

NB: If you have not been contacted within 2 weeks, please consider your application as unsuccessful.

Job Type: Full-time

Pay: From R25000,00 per month

Application Question(s):

What is your current/most recent remuneration package
Experience:

Debt Collections Leadership: 5 years (Required) Debt Collection: 7 years (Required)
Work Location: In person