Collections Team Leader

Company

WNS Global Services SA (Pty) Ltd

Date

14 May 2019

Reference Number

2308532

Salary

Undisclosed basic salary

Description

Main purpose:
An exciting opportunity for Assistant Managers has just become available on our brand new campaign in Century City. Our client is a leading provider of natural gas, electricity and green energy. They serve more than 2 million customers across North America. Along with electricity and natural gas supply, they offer green energy product options and energy efficient programs that let customers support a cleaner environment.
This is a multi-geo campaign working with across South Africa, India and the US and will include collections as well as Analytics delivery
We are looking for self-motivated, results-oriented, innovative individuals with sound communication skills. The successful candidates will have the leadership ability to manage a team of associates, while building a positive, engaged work environment.
Key responsibilities:
Operational Delivery

- Exceeding client targets and customer expectations at all times
- Create and deliver all required reports for this level
- Deliver contractual and commercial performance through cost and profitability management
- Handling escalations and complaints
- Completing Quality Assessments as required and providing feedback and coaching
Innovation
- Drive continuous improvement and create value by delivering excellent customer experience
People Management
- Create a high-performing, highly-engaged team through modelling desired WNS leadership behaviours, effective coaching, performance management and recognition
Compliance & Governance
- Adhering to Collections work flows in ensuring that WNS remains compliant in their interactions with JE customers and with all relevant process and regulatory standards
Cost Management
- Control and minimise costs
Working hours:
Candidates must be able to work the following operational hours:
- 15h00 to 03h00 Monday to Friday, 17h00 to 22h00 on Saturdays (including all SA public holidays)
- A monthly fixed shift allowance will be paid for working the above hours
Qualifications required:
- A Matric / Grade 12 Certificate or equivalent
- A relevant tertiary qualification is preferable
Experience, knowledge, skills and attributes required:
- A proven track record of 3 years' management experience in a collections / contact center environment, preferably dealing with US clients
- Strong administrative and organizational skills;
- Sound problem solving and decision-making skills;
- Excellent team management & leadership skills;
- High attention to detail and accuracy;
- Exceptional interpersonal and communication skills;
- Strong financial acumen;
- Effective negotiation, influencing and persuasion skills;
- High client-focus;
- Results-driven team player;
- Experience in process ownership & improvement;
- Be agile and able to adapt to change quickly, in a fast-paced environment;
- Behave in a professional manner and with absolute discretion in all situations;
- Priorities and manage work flow;
- Analyze, validate and interpret data / reports;
- Resolve conflict situations amicably;

Contract Type:

Permanent, Permanent/Contract

Region:

Century City
Western Cape
South Africa