Call Centre Manager

Description

• To manage activities ensuring levels are maintained, training is provided and that company standards are met
• Planning, organizing and control of staff

Duties

• Provide leadership and guidance to a team of collections agents, ensuring a high-performance and motivated workforce
• Develop and implement comprehensive training for new and existing agents, ensuring they are equipped with the necessary skills and knowledge to handle collections effectively
• Implement strategies to enhance agent performance, optimizing collection efforts and achieving targets
• Track and report on key performance indicators on collections, provide valuable insights for decision -making and ensure strict adherence to all applicable laws and regulations governing collections practices
• Develop and implement strategies to minimize customer attrition, maintaining a positive customer experience amidst collections activities

Requisites

• Have a Bachelor’s Degree in Business Administration, Finance, or a related field
• 3+ years of experience in a Collection’s environment, with a proven track record of success in managing and motivating teams. 2+ years of managing a team of collections agents working on a Dialer system

Notes

• Only shortlisted applicants will be contacted
• All appointments will be made in line with FirstRand Group’s Employment Equity plan
• The Bank supports the recruitment and advancement of individuals with disabilities
• In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis
• The Bank will keep this information confidential unless we are required by law to disclose this information to other parties