Rehabilitation Call Centre Manager

About the role

We are seeking a Rehabilitation Call Centre Manager to lead a team of Rehabilitation Officers and Team Leaders. The role is responsible for executing the business unit strategy, managing operations, and driving client rehabilitation initiatives.

Key responsibilities

• Design and launch campaigns to rehabilitate clients in arrears, tailoring pathways based on individual circumstances.
• Support and guide Rehabilitation Team Leaders and Officers to resolve conflicts confidently and professionally.
• Identify operational deficiencies and adverse trends through regular engagement with the team, monitoring risks and implementing corrective actions.
• Develop and delegate operational plans that promote continuous improvement and efficiency.
• Implement risk measurement tools, risk management systems, and policies to mitigate threats to the call centre.

Required profile

• Bachelor of Commerce degree.
• 5‑7 years of call‑centre management experience, including at least 2 years in a supervisory role.
• Strong behavioural competencies such as developing expertise, strategic thinking, empowering individuals, effective interaction, and decision‑making.

Required skills

• Coaching and mentoring.
• Contact centre customer relationship management.
• Performance management.
• Product and services knowledge.
• Risk management.