JOB PURPOSE

To provide strategic leadership, direction, and operational support to the Operations Teams, ensuring effective execution of collections strategies. This role is responsible for driving daily productivity, optimising output performance, and leading inbound collections operations to meet and exceed both client expectations and internal collections targets

QUALIFICATION AND 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.

KEY RESPONSIBILITIES:

• Design, implement, and continuously improve collection strategies, plans, and procedures to drive optimal performance, with a strong focus on inbound debt collections.
• Lead and manage a team of inbound call centre agents, administrators, and debt review specialists to ensure efficient and effective service delivery.
• Set comprehensive operational goals aligned with business growth and performance objectives.
• Monitor and evaluate the effectiveness and efficiency of operational processes, identifying opportunities for improvement.
• Establish and enforce policies and procedures that support a high-performance, results-driven culture aligned with the company’s vision.
• Oversee daily operations of the collections call centre, collaborating with cross-functional teams including IT, Technology, Data Analytics, Campaign Strategy, Client Services, Finance, Facilities, and Human Capital.
• Compile, analyse, and submit performance reports to the COO as required. 
• Ensure achievement of call centre performance targets by leading, empowering, and developing teams to deliver results. 
• Plan, manage, and optimise daily call centre operations to meet targets for efficiency, quality, service, and revenue.
• Drive operational excellence through strong leadership and a commitment to service and collections performance.
• Foster a high-performance culture guided by the 3C’s: Closer to Colleague, Closer to Client, and In Control of the Business.
• Conduct ongoing performance management, coaching, and development of call centre staff.
• Develop and implement reward and incentive schemes to motivate and retain top talent.
• Attract, retain, and develop high-performing employees while building team capability and skills.
• Ensure delivery of high-quality service to all internal and external stakeholders.
• Manage operational risks within acceptable levels and compliance standards.
• Review team performance regularly and identify training and development needs.

COMPENTENCIES AND SKILLS:

• Aptitude in decision-making and problem-solving.
• Customer Centric.
• Excellent interpersonal and public speaking skills.
• Meticulous and detail orientated.
• Outstanding organisational and leadership skills.
• Strong reporting skills with analytical skills and ability to draw insights from operational stats.
• Strong multitasking and cross-functional skills.
• Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.

 

**Thank you for your interest in this opportunity. We really appreciate the time you’ve taken to apply. If you do not hear from us within two (2) weeks of the advert date, please consider your application unsuccessful. We genuinely value every application and thank you for considering a future with us.