Nedbank Call Centre Jobs – Manager Collections

Website Nedbank

Job Description:

To manage the collections call centre contact ability, including Avaya dialing campaigns & strategies . To discuss findings with management-make suggestions and recommendations on campaign and activity planning schedule, focusing on performance and achievement of service levels. Must be able to identify trends through analysis of reports which will assist the team to address agents talk, idle and update times. Work with the Head of Collections and Managers to determine appropriate contact & dialing strategies to ensure optimal contact rates.

Job Responsibilities:

  • Optimise dialer attributes pacing to achieve balance between idle and dropped calls
  • To provide accurate dialer analysis and MI, making recommendations for optimising KPIs and enhancing campaign success
  • Liaise with cross functional teams to ensure correct selection of key data and creation of dialing lists for outbound campaigns
  • Monitor campaign results in real time and make adjustments to improve efficiencies
  • Optimise dialer attributes that are suitable to defined campaigns
  • Ensure that this MI is accurate and timely and is understood by all stakeholders
  • Advising management on best strategies to maximise use of the dialer and lists available
  • Deliver effective dialing strategies to enhance the success of multiple campaigns
  • Ensure correct campaigns loaded as defined by management
  • Work with stakeholders to ensure complete optimisation of dialer function as well as best use of data provided.

Job Requirements:

  • Financial Accounting Principles
  • Leadership techniques
  • Business administration and management
  • Performance management
  • Nedbank culture
  • Staff resource planning
  • Operations planning
  • Communication Strategies
  • Nedbank policies and procedures

Job Details:

Company: Nedbank

Vacancy Type:  Full Time

Job Location: Johannesburg, Gauteng, SA

Application Deadline: N/A

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