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Collections Dialler Manager - Wynberg in Western Cape - Yazoo Recruitment

Yazoo Recruitment

YAZOO RECRUITMENT is a Closed Corporation that commenced operations in January 2003. YAZOO has established a dynamic reputation and enjoyed steady growth in the Financial Services Industries & Auditing Arena in Cape Town. Mid 2006 we branched out into the Gauteng & KwaZulu-Natal areas, and during 2010, we included the Eastern Cape to our range. Given the imperatives of employment equity, it is the company’s main objective to cater predominantly for candidates from previously disadvantaged backgrounds. Yazoo has formed a solid network of connections in the recruitment industry and preferred market sectors by rendering top-flight service to clients and candidates alike. Recruiter from sector Human Resources, located in Western Cape, From 1 to 10 workers

    About this job ad 5 July

    Province

  • Cape Town, City of Cape Town, Western Cape
  • Description


  • Salary: Market Related
     
    The ideal candidate for this role will be responsible to effectively control the productivity and performance of the dialler and related processes, in adherence with the Group’s collection strategies to achieve agreed operational business targets.
    Qualifications & Accreditations
    Grade 12
    Minimum of 3 years Collection Call Centre experience and / or relevant tertiary qualification
    Experience & Skills
    Minimum of 5 years’ Contact Centre experience
    Minimum of 2 years’ within a Dialler Management role
    Experience of data extraction, basic statistical testing methodologies and reporting tools
    A good understanding of the Avaya & ViciDial technologies and capability will be an added advantage
    Have a good knowledge of the tactical distinctions between an inbound and outbound contact centre and oversee the management thereof
    Good tactical insight into the management of Contact Centre teams to support the Group’s collections productivity
    In depth knowledge of Inbound and Outbound Predictive Diallers
    Good understanding of preview dialling methodology
    Superior insights into best practice campaign management as per the key job deliverables listed below
    A thorough understanding of key collection terminology and supporting processes
    Good insight into the Risk strategy formulation and how this evolves into the Group’s collection operational execution framework
    A basic understanding of statistical testing techniques and their application to operational champion / challenger testing
    Ability to report on Dialler campaign outcomes
     
    Key Performance Areas
    Operational management 
    Set operational Dialler performance targets which are capable of contributing to and ensuring that the overall targets of Group’s collections are met
    Implement a superior Dialler campaign management framework that addresses the following:
    Creation of defined, specific campaigns in tandem with the Risk strategy framework
    These campaigns should be delivered based on an agreed risk prioritization matrix in terms of timing
    Campaigns should be measured for specific performance outcomes in terms of connect rates, right party connect rates; promise to pay made and kept rates
    Campaigns should always be corroborated with the Group’s collections capacity availability
    All campaign performance outcomes including time of day to call should be reported on in conjunction with the Risk Collections Analyst
    Day to day management of a dialler system, monitoring and adjusting pacing throughout the day
    Ensure daily files are correctly downloaded before start of shifts
    Ensure correct call volumes for campaign requirements
    Ensure and maintain a good understanding of the priority, timing and frequency of the Group’s collection strategy drops
    Identify, define and execute operational champion challenger tests using a statistically driven test methodology
    Monitor and prioritize workflow to ensure strategies in line with the Group’s monthly collection calendar
    Ensure compliance to the Group’s collections policy, procedural and regulatory framework
    Integration management
    Actively interact with internal collections colleagues to identify defined service level requirements and to find ways of enhancing service delivery to collections
    Jointly facilitate agreed Group’s collection productivity and performance outcomes in conjunction with Senior Management Collections
    Deal efficiently and accurately with all system queries and complaints and ensure they are timeously resolved
    Report all system problems to relevant Helpdesks and ensure they are resolved
    Manage change while maintaining operational effectiveness
    Capacity building
    Facilitate workforce management by understanding the impact of specific Dialler campaigns on operational capacity
    Ensure all people policies and procedures are adhered to
    Be an active and accountable member of the Group’s collections leadership
    Innovation management
    Continuously research and collect information about best contact centre practices and to test same against current dialler process in the Group’s collections
    Implement best practice Dialler protocols in so far as campaign management is concerned
    Form part of the bi-annual strategy and treatment review for the Group’s collection and recovery
    Analysis and reporting
    Provide dialler derived operational business intelligence on campaign performance and collector performance to Senior Management Collections
    Analyse Dialler campaign information and optimally translate this into an improvement of the Group’s collections performance outcomes
    Analyse data against target thresholds on a daily, weekly and monthly basis
    Generate performance reports for dialler campaigns, Collections Leadership, Management and Agents
    Facilitate the generation of performance reports on collection strategies outcomes (highlighting positive and negative trends) in conjunction with the Risk Collections Analyst
    Compile ad hoc reports as required to support the Group’s collection performance and productivity outcomes
    Other
    Able to work flexible shifts and overtime when required
     
    If you are a SA citizen & your CV meets the above criteria, please send your CV to ***********************
    Gmail, Yahoo and Hotmail email account users: please whitelist our domain ************** to ensure that you receive correspondence from us, or please check your spam/junkmail folders for responses.
    Recognising that diversity is the key to excellence, our client especially encourages members of designated groups to apply.
    If you have not heard from us within a 2 week period, please deem your application as unsuccessful.

  • Requirements

  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

******@yazoo.co.za

To see the complete contact information, please click apply now

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Ad summary

  • Collections Dialler Manager - Wynberg in City of Cape Town, Western Cape

  • Recruiter

    Yazoo Recruitment
  • Type of contract

    Permanent contract

  • Apply now

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