JOB PURPOSE
· To lead, develop and coach a team of Customer Care Agents by driving the daily production and achievement of set targets and SLAs; and providing accurate daily reporting on individual and team performance.
· To conduct thorough investigation of all Debtor’s complaints and queries in accordance with the company’s policies and procedures, ensuring a fair outcome in all cases, which is clearly communicated to all stakeholders.
QUALIFICATIONS & EXPERIENCE REQUIRED
· Minimum Matric qualification is mandatory.
· Tertiary qualification in Credit Management, Risk Management or Business Management is an advantage.
· Minimum 2 years Team Leader/Supervisor experience in a customer complaints inbound call centre. Collections experience is an advantage.
· Knowledge or understanding of contact centre technology and methodologies.
· Working knowledge of South African regulatory and legal compliance requirements.
· Experience in disciplinary and performance improvement processes.
·Leadership abilities
·Aptitude in decision-making and problem-solving
· Excell including V-Lookup
· Working knowledge of MS Office packages with intermediate proficiency in Excel.
COMPETENCIES & SKILLS REQUIRED
· Ability to work under pressure.
· Aptitude in decision-making and problem-solving
· Customer Centric
· Excellent organisational, planning and time management skills.
· Positive attitude and energetic.
· Proven ability to meet targets and deadlines.
· Self-driven and self-motivated.
· Strong leadership and coaching skills.
· Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.
· Strong verbal, written and interpersonal communication skills.
· Team-player.
NB: Must be willing to work shifts between 07h00 to 20h00 from Monday to Friday and work from 08h00 to 17h00 on Public Holidays and Saturdays.
If you have not been contacted within 2 weeks, please consider your application as unsuccessful.
Job Types: Full-time, Permanent
Pay: From R12 000,00 per month
Application Question(s):
- How many years Team Leader/supervisory experience do you have in a customer complaints/inbound environment?
- How many years experience do you have in a Debt Collections call center?
- What is your salary expectation per month?
