Assistant Manager - Operations - Business Collections - South Africa
Core
Lead a team of Senior Associates to drive business revenue generation and retention through effective people management, project delivery, and continuous improvement in a customer-centric environment.
Role type
Assistant Manager - Operations (Business Collections)
Builds
Business revenue and customer retention outcomes
Domain
Banking and Financial Services / Business Process Outsourcing (BPO)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, stakeholder management, data analysis, payroll management, schedule adherence, conflict management, strategic thinking, report writing, Microsoft Office proficiency, collections and sales experience, BPO industry knowledge, HR process knowledge, omni-channel operations management
Preferred skills
Tertiary qualification in management, proven contact center experience, managing scale of 12-14, POE experience
Technologies
Microsoft Word, Excel, PowerPoint, Outlook
Responsibilities
Engage and support staff to achieve KPIs through coaching and performance management; ensure successful delivery of projects and programs; interpret and report data to improve team performance; manage staff schedules and IR/payroll queries; manage a team of 12-14 associates.
Seniority
Mid-level Manager, hands-on IC