Manage the overall operations of the call centre, driving processes and procedures to ensure a high level of performance and achieving the identified collection targets.
Key responsibilities:
Call centre operational management
Ensure the efficient and effective management of the call centre
Sets expected performance standards and targets for call centre agents based on quantifiable metrics, revising when necessary, to ensure performance consistent with group and client expectations
Ensure consistent quality of calls, and identify improvements if necessary
Coordinate activities of agents
Generate, drive and manage client campaigns
Monitor and track the collections and drive campaigns to achieve identified targets
Deal with any queries timeously
Analyse debt book and ensure call campaigns is aligned with client expectations and internal targets.
Reporting and accountability
Provide weekly and monthly stats to track against collection targets
Run reports and analyse data pertaining to the identified KPI’s
Compile a monthly reports on collections
Legal compliance
Ensure all agents on the National Credit Act
Ensure all processes and procedures within the call centre align with necessary legal legislative requirements
Resourcing and people management
Recruit, hire, train and evaluate staff members within the call centre to ensure a sufficient number of staff are available to handle the workload
Effectively lead and manage the agents within the call centre
Identify and retain top talent
Implement necessary performance procedures and disciplinary action if and when necessary
Qualification
Relevant commerce degree
Experience
7-10 years call centre management experience
Outbound call centre experience
Six-plus years debt collection experience
Prior knowledge
Knowledge of Debt Collecting Principles
Knowledge of the National Credit Act
Debt Collectors Act
Proficient in relevant software packages and applications
Skills and competencies:
(The abilities that the individual needs in order to perform this role effectively)
Excellent interpersonal and verbal skills
Customer focused
High attention to detail
Ability to work under pressure
Professional
Self-motivated
Follow up
Target driven
Company Description
Koegelenberg Attorneys was established in 1999 by Conrad Koegelenberg, mainly to assist a leading banking institution with their credit management and collection needs on a national basis. The practice initially focused mainly on debt collection and the development of more practical and timesaving pre-legal and legal processes in accordance with the Magistrates’ Courts Act (Act 32 of 1944) and the National Credit Act (Act 34 of 2005).
One of the areas in which Koegelenberg Attorneys excelled the most was the development of unique debt collection software in order to maximise efficiency and dynamics in the debt collection industry. This enabled us to provide a better and more technology advanced cutting edge service in an environment of continuous growing competition.