Introduction
We are urgently seeking a highly experienced Team Manager with Telecoms experience. The incumbent will manage and support the Call Centre Agents in achieving required input and output standards, culminating in achievement of revenue and client collection targets. Accountable for Call Centre Agents' performance through quality monitoring, compilation of reports, and coaching of Call Centre Agents to achieve high performance outcomes.
Duties & Responsibilities
Key Responsibilities:
- Implement a performance and consequence framework to address non-performers within acceptable time frames.
- Manage agents who do not meet required performance standards through the internal improvement programme.
- Identify & develop remediation plans to address undesirable team behaviour.
- Deploy bespoke retention and development plans for key employees.
- Remain below agreed attrition thresholds.
- Achieve total collections against set client targets.
- Attain a minimum of 1st or 2nd ranking across all mandates with 2 or more peer competitors.
- Meet and exceed stipulated financial targets as per mandates.
- Optimize operational productivity outputs as per agreed mandate performance remediation plans.
- Behavioural actions will be held accountable against the new Agency Leadership pledge.
- Assist new hires such that they are productive on the floor in the shortest possible time frame.
- Client interaction, where required Daily/Weekly/Monthly.
- Ensure compliance with internal policies and procedures, external regulations, and information security standards.
- Collect and provide data required for various audits.
- Effectively manage team workload.
- Responsible for all Performance Management initiatives for the team.
Desired Experience & Qualification
Minimum requirements (Qualifications and Experience):
- Grade 12/ Matric.
- A Degree/Diploma in any related field will be an advantage.
- 3 – 5 years of work experience in a Debt Collection Environment.
- Knowledge of the function and process in a Call Centre Environment.
- Track record of coaching a team.
- Good written and verbal communication.
- Proficiency in MS Office and Excel.
Behavioural Competencies (Desirable):
Decisiveness and initiation, persuasive, influential, analytical, adapting and responding to change, achieving personal work goals and objectives.
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