12 Oct
Ntiyiso Consulting
City of Tshwane Metropolitan Municipality
We are seeking an experienced Call Center Manager for our Collections department. The ideal candidate will be responsible for overseeing the daily operations of the call center, leading a team of agents, and ensuring that collection goals and compliance standards are met. This role requires strong leadership skills, analytical capabilities, and a focus on customer service excellence.
Team Leadership:
- Recruit, train, and develop a high-performing collections team.
- Provide ongoing coaching, feedback, and performance evaluations to ensure team members meet performance targets.
Operational Management:
- Oversee daily operations of the collections call center, ensuring efficient workflow and adherence to policies.
- Monitor key performance indicators (KPIs) to assess team performance and implement improvements.
Strategy Development:
- Develop and implement strategies to enhance collections performance and customer satisfaction.
- Analyze data to identify trends and adjust tactics as needed to achieve collection goals.
Compliance and Standards:
- Ensure compliance with all regulatory requirements and company policies related to collections.
- Maintain and update collections procedures to reflect best practices.
Reporting and Analysis:
- Prepare and present regular reports to senior management on collections performance, team metrics, and compliance issues.
- Utilize data analytics to drive decision-making and improve processes.
Customer Relations:
- Handle escalated customer inquiries and complaints professionally and effectively.
- Promote a customer-focused culture within the collections team.
Skills:
- Strong leadership and team management abilities.
- Excellent communication, negotiation, and interpersonal skills.
- Proficient in call center software and reporting tools
Analytical Skills:
- Ability to analyze performance data and develop actionable insights.
- Strong problem-solving skills with a focus on continuous improvement.
Competative Salary
▶️ Call Center Manager City of Tshwane Metropolitan Municipality
🖊️ Ntiyiso Consulting
📍 City of Tshwane Metropolitan Municipality