Job Title : Debt Counselling Manager
Sector Title : Legal
Area : Johannesburg
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Our client is searching for a Debt Counselling Manager
Key Performance Areas
Recruit train and manage team members in a DC team
Understand Debt Review Processes and the consequential need for number new clients and to achieve monthly turnover
Understand relationship between IDC and Company
Attend to training requirements
Performance skills Cobs Proposals and Aftercare
New Course Training NCR Webinars and Training
Ongoing Motivation and Training
Resource planning to enable department to adhere to SLA
Manage and motivate staff activity productivity and performance
Understand and Meet IDC Targets
Walk the floor engaging with team members on their call performance workflow and processes
Ensure that each team member understands how to reach their goals and adhere to the Debt Review Processes
Efficient use of team resources Time Management of staff
Quality Control and Call quality
Scripting and areas for improvements
QA review for coaching of team members
Take the lead on design and implementation of remuneration models loading of leads to receive incentive
Provide quarterly operational input required for remuneration models and commission adjustments
Manage Debt Review infrastructure
Loading and removing Debt Review Clients
Maximus software issues
Understanding when to call in IT experts
Managing relationship with service providers/ phone and IT
Interact with Management to address Debt Review related issues
Leave applications and basic HR functions
Manage KPA of staff
Availability and functioning of systems
Recommendations for improvements
Sales and Customer Service
Understand the need for customer service
Understand lead and conversion ratios
Ability to call clients and handle difficult clients
Convert clients to Debt Counselling
Reporting
Ability to spec extract prepare and interpret reporting of numbers on a monthly basis
Report on above activity in meaningful way
Requirements
Must be a qualified Debt Counsellor
Proven experience managing a team of people
Exceptional people / communication/ customer service and sales skills and Ability to build relationships
Business Knowledge outstanding reporting skills
Salary Market related
Please forward updated resume in MS Word with your application Note if no correspondence is received within 6 weeks of your application please consider your application as unsuccessful