Job description: We are looking for an individual to effectively manage the Call Centre, Team Managers and Agents that is responsible for contacting debtors to collect and negotiate payments in a professional manner. To manage and support the Call Centre in achieving the set input and output standards. Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation.
Minimum requirements: (Qualifications and Experience)
Matric/Grade 12/National Senior Certificate
A 3 year recognised qualification in Operations Management/Customer Service
BPO Contact Centre Experience
8 - 10 years Contact Centre Experience
5 - 7 years Contact Centre Experience in a Management Role
Proficient in MS Office
Analytical and Critical Thinking
Good communication Skills - Verbal and Written
Skill and Competencies
Excellent leadership, people management, communication and influencing skills at a senior level.
Experience of working in an Outsourcing or contact centre operation.
Experienced in managing large multi-site /Multi skilled contact centres.
Ability to build and maintain strong client relationships.
Ability to demonstrate and to translate business strategy into day to day delivery.
Setting and reviewing Quality performance standards.
Setting and reviewing of organisational / productivity objectives in line with the commercial contract.