Call Centre Manager

Are you a results-driven leader with a passion for operational excellence, customer experience, and people development? Nutun is seeking an experienced Call Centre Manager to join our team on a 6-month contract based in Sandton.

This is an exciting opportunity for a dynamic professional who thrives in a fast-paced environment and has a proven track record of leading high-performing teams, driving operational efficiencies, and delivering exceptional client outcomes. 

As the Call Centre Manager, you will play a critical role in shaping operational success by driving performance, enhancing client satisfaction, managing risk, and developing high-performing teams. You'll be at the forefront of delivering outstanding customer experiences while ensuring the achievement of strategic, financial, and operational objectives.

 Operational Management:

• Keeping apprised of industry developments, i.e.: client, international and national economic trends.
• Communication of the divisional collection strategy to respective Business units.
• Implementing business unit collection strategy and providing support to employees, ensuring adequate knowledge to execute strategies.
• Analysis of business trends and best practice to improve the team efficacy.
• Reporting on operational and qualitative performance measures to various stakeholders.
• Liaise with WFM to ensure employees operational hours are aligned to business operational requirements.

Quality Assurance:

• Understand and implement collections strategies.
• Liaise with relevant support departments to formulate action plans to improve the quality of work.
• Conduct random quality assessments to improve quality, minimise errors and track operative performance.
• Ensure your team meets the predefined quality standards.
• Providing team managers with insights on quality deviations and possible remediation plans to address areas of concern.

Compliance:

• Ensuring regulatory compliance is adhered to.
• Ensuring health and safety procedures are adhered to.
• Ensuring management of the branch security.
• Maintaining compliance and consistent application of company code of conduct, policies, and procedures.
• Ensuring compliance with client SLAs.

Administration:

• Interpreting and analysing quantitative and qualitative data for operational reporting, planning and remediation.
• Compiling detailed MIS reports.
• Accountable for team (direct and indirect reports) capacity.
• Controlling branch expense budget applicable to your area of control.
• Assisting Ops GM with general branch “housekeeping” including but not limited to sufficient diesel for generators and the testing thereof, lights, carpets, and other general maintenance requirements.

Performance Management:

• Conducting performance evaluations and providing constructive feedback to direct reports.
• Ensuring implementation of performance management processes, i.e.: Level-up, (direct and indirect reports).
• Accountable for the development and training for direct and indirect reports.
• Management of agreed performance standards and compiling comprehensive remediation plans for implementation.
• Forecast and analyse data against budgets, daily, weekly, and monthly.

People Management:

• Identify, develop, and accelerate Team Managers / Agents into Hi-Potential leaders.
• Deploy bespoke retention and development plans for key employees.
• Hold regular meetings with direct and indirect reports.
• Identify and develop remediation plans to address people issues.
• Remain below the agreed attrition thresholds.
• Accountable for the recruitment needs of the division by identifying vacancies and following correct procedures in ensuring vacancies are filled.
• Accountable for employee skills gap analysis and training needs.
• Educating employees on company code of conduct.
• Creating a work environment that facilitates a high-performance culture.
• Developing strong team co-operation and clear direction.
• Conducting capacity planning.
• Encouraging regular attendance by employees through coaching and enforcing appropriate business ethics.
• Providing appropriate encouragement and support to assist employees in achieving personal performance goals.
• Motivation and development of staff towards business objectives.
• Accountable for leave management.
• Reviewing and managing leave reports, identify and rectify exceptions, i.e., excessive leave.
• Responsible for the reinstatement and termination of direct reports.

• Grade 12.
• Bachelor’s Degree or equivalent qualification in Business or a related field would be an advantage.
• Proficient in Microsoft package.
• Minimum 10-12 Years’ experience in the Collections Environment / Financial Services Industry.
• Minimum 5-10 Years’ experience in a management role.
• Good commercial understanding / awareness of best practice unsecured collections and recovery.