Job Description

Call Centre Team Manager- Operations Agency

Nutun is looking for an experienced Call Centre Team Manager in Umhlanga

About this role:

To 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.

Key Responsibilities:

xc2xb7Implement a performance and consequence framework to address non-performers within Acceptable time frames.

xc2xb7Manage agents who do not meet required performance standards through the internal improvement programme

xc2xb7Identify & develop remediation plans to address undesirable team behaviour

xc2xb7Deploy bespoke retention and development plans for key employees

xc2xb7Remain below agreed attrition thresholds

xc2xb7Achieve total collections against set client targets

xc2xb7Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitors

xc2xb7Meet and exceed stipulated financial targets as per mandates

xc2xb7Optimize operational productivity outputs as per agreed mandate performance remediation plans

xc2xb7Behavioural actions will be held accountable against the new Agency Leadership pledge

xc2xb7Assist new hires such that they are productive on the floor in the shortest possible time frame

xc2xb7Client Interaction, where required Daily/Weekly/Monthly

xc2xb7Ensure compliance with internal policies and procedures, external regulations, and information security standards

xc2xb7Collect and provide data required for various audits

xc2xb7Effectively manage team workload

xc2xb7Responsible for all Performance Management initiatives for the team

Minimum requirements (Qualifications and Experience)

xc2xb7 Grade 12/ Matric

xc2xb7 A Degree/Diploma in any related field will be an advantage.

xc2xb7 3 - 5 years of work experience in a Debt Collection Environment

xc2xb7 Knowledge of the function, process in a Call Centre Environment

xc2xb7 Track record of Coaching a Team

xc2xb7 Good written and verbal communication

xc2xb7 Proficiency in MS Office and Excel

Behavioural Competencies (Desirable)

xc2xb7 Decisiveness and initiation.

xc2xb7 Persuasive

xc2xb7 Influential

xc2xb7 Analytical

xc2xb7 Adapting and responding to change.

xc2xb7 Goal Driven

Nutun