Job Description

Job Title:

Call Centre Manager - Debt Review Removal

Location:

21 Field Street, Zumaysha House, Durban CBD, 4001

Company:

Baraka Group

About Us:

Baraka Group is a leading provider of debt review removal services, helping individuals regain control of their financial lives. We specialize in assisting customers with the debt review process, providing them with expert advice, support, and guidance to ensure a smoother transition to financial freedom. As we expand, we are looking for an experienced

Call Centre Manager

to lead our dedicated team of professionals in delivering exceptional service to our clients.

:

We are seeking a

Call Centre Manager

to oversee and optimize the operations of our debt review removal call centre. You will be responsible for leading a team that helps individuals navigate the debt review removal process, ensuring the highest levels of service, accuracy, and compliance. The ideal candidate will have previous call centre management experience, a strong understanding of debt review processes, and a passion for helping clients achieve financial independence.

Key Responsibilities:

Lead, manage, and motivate a team of call centre agents who specialize in debt review removals. Oversee the daily operations of the call centre, ensuring that team members meet or exceed performance targets, including call handling time, customer satisfaction, and compliance standards. Provide coaching, training, and feedback to team members to ensure they are up to date with debt review removal procedures and can handle client inquiries effectively. Handle escalated customer issues and ensure the timely and accurate resolution of complex or sensitive matters related to debt review removal. Develop and implement strategies to improve key performance indicators (KPIs) such as customer satisfaction, debt review removal success rates, and agent productivity. Monitor and analyze call centre metrics, generating reports on performance, and driving continuous improvement in service delivery. Ensure that all calls and communications are compliant with regulatory standards and company policies. Develop and refine call centre processes to enhance operational efficiency and improve customer experience. Work closely with other departments, including legal and financial advisory teams, to ensure smooth service delivery and a seamless customer journey. Maintain accurate records of call centre activity and assist with the development of training materials to keep the team informed of any changes to procedures, laws, or regulations.

Requirements:

Proven experience managing a call centre team, preferably in the financial services or debt review industry. Strong understanding of debt review processes, including how debt review removals work, regulatory compliance, and industry standards. Excellent leadership, communication, and interpersonal skills. Ability to handle sensitive and sometimes emotionally charged customer interactions with empathy and professionalism. Proven track record of driving performance improvements in a call centre environment. Experience with call centre software, CRM systems, and reporting tools. Ability to analyze data and develop strategies for optimizing performance. Knowledge of the legal and regulatory aspects of debt review removal is highly preferred. Strong problem-solving abilities and the capacity to think on your feet. Bachelor's degree or equivalent experience preferred.

Why Join Us?

Competitive salary and benefits package. A supportive and dynamic work environment where your efforts make a direct impact on people's financial recovery. Opportunities for growth and professional development. Be part of a team that is dedicated to helping individuals regain control of their financial futures.
If you have a passion for leading teams, helping others, and working in a dynamic environment, we would love to hear from you! Apply today to become a part of the Baraka Group family.

Job Type: Full-time

Pay: R7000,00 - R15000,00 per month

Work Location: In person

Application Deadline: 2025/02/28