Our client is a legal firm specializing in debt collection for major South African banks. They are seeking qualified candidates to apply for the role of Call Centre Manager. The ideal candidate should have prior managerial experience in a call center and preferably have worked for an external debt collecting agency. 

Job Responsibilities:

• Conduct staff performance reviews, assess needs, cost/benefit analysis, and other operational strategy assessments.
• Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
• Manage and improve centre performance through performance monitoring, problem resolution, system audits, and quality assurance measures.
• Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations.
• Summarize, collect, and analyze call centre trends and data for regular performance reports.

Qualifications:

• Bachelor’s Degree
• 2 years of managerial experience in a call centre
• Customer service experience preferred.
• Motivated self-starter.
• Excellent verbal communication skills.
• Experience working in an external debt collecting agency.