Call Centre Portfolio Manager

Company Transaction Capital Recoveries
Reference # PM-DBN
Published 30/10/2017
Location Durban, KwaZulu Natal, South Africa
To drive, manage and improve productivity across all portfolios within the branch by working closely with the branch manager, call centre supervisors and call centre agents. Consistently deliver and exceed the branch revenue targets and raise issues to mitigate.
Job Functions Management
Industries Financial Services
Productivity Management
Meeting branch financial targets by effectively driving and managing the productivity of the teams under the respective portfolios
 Building an environment that facilitates high productivity and performance
 Driving targets and effective recognition and incentive programmes
 Analysing business trends and best practice to improve the effectiveness of the branch
 Implementing the collections strategy and providing support to employees to ensure the strategy is executed with appropriate knowledge and communication
 Understanding and implementing collections strategies and liaising with relevant support departments to formulate action plans to improve productivity

Relationship Management
Building and maintaining working relationships with all relevant stakeholders
 Continuous effective communication with all stakeholders
 Communicating through appropriate meetings and forums to inform stakeholders regarding Call Centre activity and performance
 Networking at all levels to create awareness of Call Centre activity and support required

Compliance and Quality
Adhering to and ensuring application of the company code and conduct
 Adhering to and ensure consistent application of company policies and procedures
 Ensuring compliance to National Credit Act and Debt Collectors Act
 Ensuring consistent application of ERM process
 Reviewing and assessing results of quality of collections in the Call Centre and recommend improvements
 Identifying areas for continuous quality and process improvement

People and Performance Management
 Attaining and monitoring EE targets as set for the Branch
 Planning, organising and controlling the team according to:
o Leave o Absenteeism o Time Management
 Managing employees performance against pre-determined performance measures
 Conducting bi-annual performance reviews on direct reportees  Inspiring / Motivating supervisors and co0llectors by recognising and rewarding for optimum performance
 Providing corrective measures to address under-performance
 Conduct team meetings in respect of: o Team Productivity o Strategy
o Innovative ways of improving growth, efficiency, transformation, urgency and productivity
o Efficiencies
o Departmental performance o New initiatives o General Information
 Implementing and maintaining a development plan, including identifying future career opportunities for each direct reportee
 Providing constructive feedback in order to improve performance

 Interpreting and analysing quantitative data for Operational reports
 Compiling MIS reports for Branch Manager
 Analysing and reporting findings relating to performance and strategy implementation in a clear and concise manner to various stakeholders
 Identifying and reporting trends and possible risks
 Providing innovative recommendations to mitigate risks
Grade 12
Proficient in MS Office
Certificate in Credit Management / Call Centre Operations Management
5 - 7 years Collections experience
3 - 5 years Call Centre Management experience
Job Closing Date 30/11/2017
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