Minimum Requirements:

Matric
3-5 years call centre management experience in a bank collections environment.
Able to work under pressure, punctual and willing to work overtime (to accommodate our overtime shifts).
Excel proficient (knowledge of sorting/pivoting & how to use formulas).
Understand Excalibur Administrator functions.
Calibi Software Program knowledge.

Skills Required:

Fast learning, hardworking, self-motivated candidate who works well with others.
Good attention to detail.
Great people skills (IQ and EQ).
Adaptable to change.

Duties:

A good understanding of strategies for how to create and incorporate same in a call centre.
Run Click and Dial Campaigns through Excalibur.
Be able to create templates and upload and develop the same on Excalibur.
Load, monitor and provide feedback of daily campaigns (calls, SMS and emails.
Walk the floor to monitor and engage with agents.
Do call workshops and QA check compliance / if training is required / compliance of PTP amounts / insistence on debichecks.
Import and cross reference accounts and data from all sources.
Understanding FICO and the process we follow, also help develop opportunities within FICO.
Analysing skills: to analyse all book data and initiate campaigns to improve collections.
The ability to Increase and improve inbound SLA.
The ability to Increase and improve RPC conversion rate.
The ability to Increase and improve calls per hour.
The ability to Increase and improve calls to FA.

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