Who are we? Ntiyiso Consulting Group is an authentically African and globally wired management consulting firm specialising in all major industries. We deliver sustainable solutions through three subsidiaries, viz. Ntiyiso Revenue Consulting, Ntiyiso Business Consulting and Ntiyiso Industrialization Consulting. Ntiyiso means 'TRUTH' in the Xitsonga language. Therefore, we are naturally inclined to deliver the most trusted solutions to our clients and at the heart of why we exist lies our purpose: to empower institutions that enable Africa's development.
Job Purpose A Contact Centre Team Leader- Debt Collection supervises the day-to-day delivery of the contact center processes and services. The team provides a customer service experience for customers needing assistance regarding their municipality accounts in line with Ntiyiso Consulting's operational excellence standards, procedural compliance and customer experience expectations. In addition, the Team Leader oversees the financial information analysis to make appropriate repayment agreements for customers with delinquent accounts. The main goal is to improve the cash position and reduce the debt book of the clients. Key Responsibilities
TEAM MANAGEMENT Managing the day-to-day activities of the teamDeveloping and implementing a timeline to achieve targetsConducting training of team members to maximise their potentialPerformance contracting and developmentConducting quarterly performance reviewsManaging cross-boundary relationshipsQUALITY ASSURANCE Monitoring the implementation of the operations management recommendationsDeveloping and presenting the summary reports, identifying consistent issues, and proposing solutionsQUERY MANAGEMENT AND RESOLUTION Resolving all escalated valid queries per debt debtor type, area and service typesEnsuring that the clients are provided with feedback regarding the current query statusEnsuring resolution of all pending status queries and reportsQUALIFICATIONS AND EXPERIENCE Essential Requirements:
National Diploma/Bachelor's degree in Commerce, Finance, Economics, Business Management, Operations Management or related qualification.5 years+ prior experience in debt collection, customer service, call center and/ or related work experience.Desirable Requirements 15 years of experience in debt collection, customer service and call centre or related experienceOther Requirements are not prerequisite Registration with the debt collection council
WORKING CONDITIONS AND SPECIAL REQUIREMENTS Shift work, Overtime, Travel, Uniform, Special conditionsExpected to work long hours from time to time, sometimes shift workDuration of Employment Performance-based Fixed Term Contract
JOB COMPETENCIES – Skills, Knowledge, and Attributes
Behavioural Competencies Communication SkillsDelegationProfessionalismEmotional IntelligenceProactive Self-starterMulti-taskingAbility to work under pressureResults-drivenAdherence to company valuesTechnical/ Proficiency Competencies Knowledge of municipal policies (credit control and debt collection)Ability to obtain customer details from the municipal finance systemGood understanding of CRM practices and systems, such as APT & Presence Suite systemsCustomer OrientationNegotiation skillsAttention to detailInfluencing skillsRisk and Compliance Management Time managementPresentation skillsProblem-solving skillsProficiency in business English and other South African official languagesClink the link below to apply:
Application Form https://forms.gle/Hc7aAFBXmvsmxvQh6
Job Type: Full-time
Application Question(s):
Do you have 5 yrs + Debt collection experience?Have you lead debt collection team(s) or currently leading debt collection team(s)?
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