Job Description

JOB PURPOSE

To lead, develop and coach a team of Agents to resolve customer and client queries received via the Servicely query system, email, SMS, walk-ins, and any other channels, ensuring that a high standard of customer service and collection levels are maintained while adhering to all legal, client and company procedures. To lead, develop and coach a team of Outbound Collection Agents by driving daily, weekly and monthly productivity in line with set targets, client requirements and company procedures.

QUALIFICATIONS & EXPERIENCE REQUIRED

Minimum Matric qualification is mandatory. Tertiary qualification or management course is an advantage. Minimum 5 years' experience in a Debt Collection Call Centre, including 2 years in a leadership capacity (Team Manager, Supervisor or 2IC role). Previous experience in a Contact Centre Customer Service environment is essential. Must have consistently achieved above 85% for both Quality Assurance and overall performance for the past 6 months if internal candidate, as well as have an excellent record with regards to disciplinary, attendance and behaviour. Basic knowledge of reporting services. Understanding of performance management and disciplinary procedures. Working experience with MS Office packages, specifically Word and Excel. Understanding of debt collection regulations and compliance requirements such as the Debt Collection Act (DCA), National Credit Act (NCA), and Protectional of Personal Information Act (POPIA), as well as Debi Check process.

COMPETENCIES & SKILLS REQUIRED

Ability to work under pressure. Aptitude in decision-making and problem-solving Strong customer-centric approach Effective interpersonal and communication skills (verbal and written) Excellent organisational, planning and time management skills. Proven ability to meet targets and deadlines. Strong leadership, coaching, and team development abilities Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness. Taking accountability and responsibility.

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

Job Types: Full-time, Permanent

Pay: From R12000,00 per month

Application Question(s):

What is your current remuneration package? How many years leadership experience do you have in a customer service call centre or financial services?
Experience:

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