Call Center Manager

Merchants; Gauteng; On-site; ZAR 500 000 - 800 000; Full time

Job summary

A leading call centre operations firm is seeking a Mid-Senior level Call Centre Manager for their Johannesburg office. The ideal candidate will have over 4 years of operations management experience in collections, ensuring performance and compliance in a high-paced environment. Responsibilities include leading teams to deliver on client SLAs and partnering globally for service quality improvement.

Qualifications

• 4+ years' operations management experience in a call centre or BPO environment.
• Minimum 2 years' leadership at manager level, managing multiple teams.
• Proven experience in collections / auto finance / credit or recoveries.

Responsibilities

• Lead a dynamic call centre operation, driving performance across international collections campaigns.
• Manage people, process, and performance to deliver client SLAs.
• Coach and develop Team Leaders to achieve operational excellence.
• Partner with global stakeholders, ensuring service quality and compliance.
• Monitor performance metrics and continuously improve efficiency and profitability.

Skills

Operations management

People development

Performance management

Client engagement

SLA management

Job description

Direct message the job poster from Merchants Call Centre Manager – Collections / Recoveries Are you a driven Call Centre Manager ready to lead a high-performing team supporting a global auto finance brand?

We're looking for a seasoned operations leader with solid experience in collections or recoveries, managing performance, client relationships, and people development in a fast-paced environment.

Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and Finance Industries Telephone Call Centers and Collection Agencies

City of Johannesburg, Gauteng, South Africa 1 day ago #J-

What You'll Do

• Lead a dynamic call centre operation, driving performance across international collections campaigns.
• Manage people, process, and performance to deliver client SLAs.
• Coach and develop Team Leaders to achieve operational excellence.
• Partner with global stakeholders, ensuring service quality and compliance.
• Monitor performance metrics and continuously improve efficiency and profitability.

What We're Looking For

• 4+ years' operations management experience in a call centre or BPO environment.
• Minimum 2 years' leadership at manager level, managing multiple teams.
• Proven experience in collections / auto finance / credit or recoveries.
• Strong understanding of SLA management, client engagement, and people development.