Job Description

Call Centre Team Manager- Operations AgencyNutun is looking for an experienced Call Centre Team Manager in SandtonAbout 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 programmexc2xb7Identify & develop remediation plans to address undesirable team behaviourxc2xb7Deploy bespoke retention and development plans for key employeesxc2xb7Remain below agreed attrition thresholdsxc2xb7Achieve total collections against set client targetsxc2xb7Attain a minimum of 1st or 2nd ranking across all Mandates with 2 or more peer competitorsxc2xb7Meet and exceed stipulated financial targets as per mandatesxc2xb7Optimize operational productivity outputs as per agreed mandate performance remediation plansxc2xb7Behavioural actions will be held accountable against the new Agency Leadership pledgexc2xb7Assist new hires such that they are productive on the floor in the shortest possible time framexc2xb7Client Interaction, where required Daily/Weekly/Monthlyxc2xb7Ensure compliance with internal policies and procedures, external regulations, and information security standardsxc2xb7Collect and provide data required for various auditsxc2xb7Effectively manage team workloadxc2xb7Responsible for all Performance Management initiatives for the teamMinimum requirements (Qualifications and Experience)xc2xb7 Grade 12/ Matricxc2xb7 A Degree/Diploma in any related field will be an advantage.xc2xb7 3 - 5 years of work experience in a Debt Collection Environmentxc2xb7 Knowledge of the function, process in a Call Centre Environmentxc2xb7 Track record of Coaching a Teamxc2xb7 Good written and verbal communicationxc2xb7 Proficiency in MS Office and ExcelBehavioural Competencies (Desirable)xc2xb7 Decisiveness and initiation.xc2xb7 Persuasivexc2xb7 Influentialxc2xb7 Analyticalxc2xb7 Adapting and responding to change.xc2xb7 Goal Driven

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