Specialist - Campaign Management and Worforce Management.Finance

Location of the job:   

Johannesburg. SA 

The core purpose of the Campaign/Workforce specialist is to enhance the Collections function through dialler campaign management, effective and efficient workforce management and analytics so as to maximize the collection of arrears amounts and minimize bad debt write offs. This includes:  

Effectively manage the outbound dialler; 

Efficient resource management; 

Execution of collections strategies through the management of daily productivity in and output measures required to achieve and exceed collections targets. 

Organisational Mission  

MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life. 

Global Influences / Environmental & Industry Demands 

Highly dynamic and fluctuating Telecommunications industry  

Highly competitive market with new and established competitors  

Fast moving industry  

Legislative changes 

Legal parameters set by the insurance industry 

Rapid pace of digitalization 

Prevailing economic pressures affecting staff and customers  

Fluid complexities of customer expectations and demands 

Prevailing economic pressures affecting staff and customers  

Fluid complexities of customer expectations and demands 

Campaign Management 

Implement and execute the collection strategies, plans and procedures through the management of the collection’s agents and team leaders. 

Develop and set comprehensive tactical plans and goals for campaign performance and growth. 

Management of the daily campaign productivity measures.  

Give input into processes and procedures where quality of work may be improved. 

Conducting regular book analysis reviews and report reviews to highlight and identify areas of opportunity within the campaign to increase efficiency and effectiveness.  

Monitor campaign performance and collaborate with the various portfolio analysts on the functional areas to improve campaign and collections performance.   

Establishing the best time to contact customers and load campaigns accordingly. 

Build scripts for the different channels of communication. 

Aligning and updating of Collection plans to different debtor behaviours. 

Analysis of reasons for non-payment. 

Personalisation of collections communication/campaigns according to types of debtors, e.g. late payers.  

Monitor dialler performance/effectiveness and make suggestions on enhancements. 

Segmenting and analysing of data before it is loaded onto the dialler, together with bureau information. 

Collaborate with bureaus to build collections scorecards. 

Constantly monitor performance of collections scorecards and calibrate where necessary. 

Segmenting the book into different campaigns that target different customers. 

Establishing, through analysis, the methods of contact (multi-channel communication streams) that different customers prefer/respond to. 

Establishing propensity models per customer and segment campaigns accordingly (e.g. propensity to pay, propensity to contact). 

Ensure most recent debtor contact details are updated to the system at all times. 

Monitor number of unsuccessful contacts and analyse reasons. 

Establish which customers should be called vs email, SMS, VM, etc. 

Monitor, analyse and report on success of various campaigns and make changes so to ensure that campaigns are successful. 

Analyse and monitor disposition usage. 

Ensure service level, answer rate and all other call center KPIs are met. 

Business contact for all collections projects and initiatives. 

Manage and ensure implantation of all system changes required in order to enhance the Collections function. 

Analyse AHT, call recordings, etc. together with external benchmarking to make informed decisions on “how long a call should take” to increase productivity. 

Workforce Management  

Work force management (shifts) for all Collections staff according to campaigns vs staff available, factoring in “best time” to contact.  

Updating of all workforce related activities, e.g. leave, system downtime. 

Overall effective and efficient management of resources. 

Manage capacity planning, forecasting, scheduling and intraday management. 

Publish all critical WFM related KPIs using dashboards. 

Address any deviations with Supervisors. 

Constantly monitor queues, identify issues and manage issue to resolution. 

Optimize schedules on a real-time basis to meet targets. 

Design and generate forecasting models for more efficient management of staff.  

Real time monitoring of all queues and staff to immediately address deviations. 

Managing and resolving all system issues to limit downtime. 

Constant monitoring of collection plans to ensure they are being executed as designed and fixing of any anomalies. 

Regular enhancement of collection plans in line with collections strategies with the aim of increasing collections while ensuring customer service standards are upheld. 

Reporting  

Reporting function (daily, weekly & monthly). 

Compile monthly management reports. 

Monthly reporting of the KPI’s for the function of QA. 

Build real-time dashboards to monitor key KPIs. 

Build reports and dashboards for monitoring of key Collections indicators, e.g. daily/monthly collections, roll rates, age analysis. 

Daily/Weekly/Monthly analysis of the book to identify any anomalies to be addressed. 

Analysis of data as and when requested. 

Business contact for all data/report related projects and initiatives. 

Build productivity reports. 

Analysis of churn and write offs to establish reasons for non-payment in order to enhance the Collections function. 

Use of technology to enhance current Collections reporting. 

Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision 

Broad based knowledge of Collections across different customer categories 

Knowledge of the–regulatory and legislative requirements 

Computer literacy i.e. MS Office Excel Intermediary  

Strong interpersonal skills including good written and oral communication 

Good analytical, problem solving and conflict management skills 

Strong analytical ability 

Good understanding of Credit management practices and processes  

Call center technical knowledge 

MTN products and services knowledge 

Excellent communication skills, telephone manner and technique 

Good listening and multitasking skills 

Tenacious, with ability to work under pressure and take responsibility 

Analytical skills 

Report and dashboard building skills 

Education: 

Demonstrated Excel, Power BI and other MS Office programs proficiency 

Matric 

National Diploma/ Bachelor’s Degree in a relevant field, analysis, business or equivalent 

Capacity Planning or forecasting experience is strongly preferred 

Experience: 

3+ years’ experience in Call Centre Management

Previous experience owning the scheduling of agents in a customer support environment 

Database related experience and be able to write complex SQL queries 

Proven experience building and analyzing models using various statistical tools for forecasting and dialler optimization 

Experience in omni channel collections

Quality inspection and testing experience 

Knowledge of relevant regulatory requirements. 

Behaviours and competencies (Qualified candidates for this position will therefore need to demonstrate the following): 

Head - Big Picture Focus (20)  

Conceptual Thinker - Executes tactical plans to achieve strategic requirements  

 Problem Solver - Has the mental agility to identify and solve relevant business challenges 

Improvement Driver - Executes and identifies opportunities for commercial innovation and continuous improvement 

Heart – Emotionally Intelligent (30)  

Culture and Change Champion - Role models practices by living the MTN values and vital behaviours for others to follow 

Inspiring People Leader - Is self-aware and supports team capability development through opportunity creation for realising potential 

Relationship Builder – Builds professional networks across teams through collaboration and co-operation  

Hands – Results Focused (40)  

Results Achiever - Produces sustainable business results   

Operationally Astute – sets priorities, plans, organises and co-ordinates the work of others 

Responsibility towards:   

Key customers: Collections 

Key suppliers: Technology and IS departments, EIS, credit bureaus, external data vendors, customer care.