Call Centre Manager/Operations Manager (Micro Finance / Loans / Africa / Retail / Branch Banking) Johannesburg

Location: Houghton, Johannesburg, Gauteng, South Africa
Date Posted: 25-04-2018
Ref: MIM
Role Overview:
Our client seeks a talented, energetic individual to join their dynamic team. If you are a self-driven individual who is passionate about customer service, come from a micro finance institution with experience managing multiple call centers in different locations throughout Africa, then this opportunity is for you!  
Client: Our client is a specialist finance company targeting the formally employed market with an unsecured term-loan offering. The company has grown into a dynamic, rapidly developing pan-African micro-finance organisation with operations in South Africa, Zambia, Ghana and Kenya.
In Zambia, Ghana and Kenya, the businesses are managed by experienced local management teams, with effective central support from South Africa.
Duties & Responsibilities:
• Responsible for Quality and Quantity within the Call Centre across all products provided in the Call Centre.
• Close liaison with external companies to ensure maximum production between the organisation and 3rd parties.
• Special approval granted on applications that does not comply with standard company policy, based on individual bases.
• Ensure maximum production in departments to meet Company targets.
• Close liaison with IT department on system enhancements, test sites and any system related problems.
• Ensure that all staff provides high levels, professional client care.
• Responsible for training and ongoing monitoring of staff level competency.
• Drawing up Templates, Manuals and Communication for all different products within the Call Centers.
• Responsible for disciplinary actions when necessary, Manage and perform disciplinary hearings when needed.
• Creating Job Descriptions and manage KPI’s.
• Provide support to Team leader and staff members.
• Prepare stats for direct Management, Directors and Board members.
• Continuous action plans to be set in place to maximize productivity of staff.
• Responsible for staff self-development and learning
• Create opportunity for employees to enhanced themselves
• Providing forensic investigation on all fraudulent deals and possible syndicates.
• Provide weekly/monthly reporting feedback to senior management.
• Developing objectives for the call center's day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collecting and analysing call-center statistics (sales rates, costs, customer service metrics etc.)
• Strategy and effective management: Initiating and formation of strategic plans to achieve objectives.
• Scheduling and preparation for local board meetings & management of all strategic stakeholder relationships.
• Establishing and maintaining appropriate organizational structures, functions and processes to achieve objectives.
• Provide leadership and guidance to implement and maintain business processes/objectives.
• Assess recommended policies and present to Exco.
• Identifying new stakeholders/possible acquisitions.
• Marketing and Sales: Produce and implement sales, advertising and marketing plan Competitor and market analysis.
• Implement strategies to achieve assets and market share.
• Analysis of product mix and launch of new products Identification of new markets/opportunities.
• Strategic stakeholder relationships.

Education & Experience Required:
• Proven experience as Call Center Manager or similar position within the micro finance sector.
• Managing Call Centers in Africa would be a huge advantage
• Be able to travel to Kenya, Ghana and Zambia min 4 times a year spending a minimum of a week in each country.
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Higher degree in a relevant discipline will be an advantage.
• Certified Call Center of equivalent qualification is a plus.

Benefits and Contractual information:
Location: Houghton, Johannesburg
Reporting to: COO and CEO
Start Date: ASAP
Salary: Highly Neg.
Please apply directly, by clicking on the Apply Button and visit for the latest CA Global jobs.
Michelle Muir
Senior Associate
CA Global Africa Recruitment 
If you have not had any response in two weeks, please consider your application unsuccessful however your CV will be kept on our database for any other suitable positions.
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