About Ver-Tex Solutions Pty Ltd:
Ver-Tex Solutions Pty Ltd has solidified its position as a leading debt recovery company. Guided by the principle of respect, we are committed to treating our clients, employees, and the individuals from whom we collect debts with the utmost respect. Our professional and effective approach to debt recovery has earned us a stellar reputation in the industry.
Role Overview:
We are seeking a highly motivated and experienced Senior Call Centre Operations Manager to lead our call center team. The ideal candidate must have a proven track record in call center management, exceptional leadership skills, and a passion for operational excellence. This role is pivotal in ensuring that our call center operates efficiently, achieves performance targets, and maintains high levels of customer satisfaction.
Key Responsibilities:
Cultivating, maintaining, and strengthening a "high performance culture" throughout the organization.
Optimizing productivity across organizational structures, aligning with organograms and headcount budgets.
Enhancing productivity through efficient leave management, including time and attendance tracking, planned and unplanned shrinkage management, and biometric capabilities analysis.
Facilitating effective collaborations with Human Resources business partners to drive recruitment, reduce attrition, and ensure the retention of talented and high-performing individuals.
Proactively driving internal recruitment, leadership development, and training programs.
Effectively managing performance through robust performance management procedures aligned with KPIs, including Performance Agreements, Monthly Performance Reviews, Mid-Month Performance Reviews, Daily Live Coaching, and Annual Performance Appraisals.
Maintaining high standards of call quality through adherence to call scripts and live call evaluation coaching sessions.
Providing strong leadership in managing poor performance management procedures.
Managing Industrial Relations (IR) in alignment with the business code of conduct and disciplinary procedures.
Ensuring compliance with internal policies and procedures, external regulations, and information security standards, including Compliance, Employment Equity, Health and Safety, Asset Management, and Building Maintenance.
Behavioral and Personal Characteristics:
Demonstrates high levels of self-awareness, self-regulation, motivation, empathy, and social skills.
Maintains ethical standards and builds trust through honesty and reliability.
Capable of adjusting to new conditions and embracing change.
Exhibits forward-thinking leadership and effective management capabilities.
Mindful and respectful of cultural differences, promoting inclusivity.
Maintains strong organizational skills and communicates clearly and effectively.
Proficient in resolving issues and making difficult decisions confidently.
Strong commitment to managing time efficiently and meeting deadlines.
Able to manage stress and resolve conflicts constructively.
Capable of inspiring and motivating team members to achieve their best.
Possesses robust coaching skills and is dedicated to the development of others.
Demonstrates strong analytical skills and a keen understanding of business operations.
Qualifications and Experience:
Bachelor's degree in Business Administration, Management, or a related field (preferred).
Minimum of 5 years of experience in call center management, preferably within the debt recovery industry.
Strong leadership and people management skills, with the ability to inspire and motivate a diverse team.
Excellent communication and interpersonal skills.
Analytical and problem-solving abilities, with a focus on continuous improvement.
Proficiency in call center software and technology.
Ability to work in a fast-paced and dynamic environment.
How to Apply:
If you are a results-driven leader with a passion for debt collection and operational excellence, we invite you to apply.
All candidates must provide valid references, as stringent checks will be conducted to ensure we employ the strongest candidate.
If you meet the above-mentioned criteria, please send your CV to ******.
Job Type: Full-time
Pay: From R35000,00 per month
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