Call Center Manager

Business Capital Group; Johannesburg; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A financial services company is seeking a Call Centre Team Manager in Johannesburg to lead and support agents in achieving revenue and client collection targets. This role requires strong coaching abilities, experience in debt collection, and the capacity to manage performance effectively. The ideal candidate should possess a Matric qualification and a related degree, alongside relevant experience in a call centre environment.

Qualifications

• 3 – 5 years of experience in a Debt Collection Environment.
• Proven coaching experience with a team.
• Strong written and verbal communication skills.

Responsibilities

• Manage team performance through quality monitoring.
• Develop remediation plans for undesirable team behaviors.
• Achieve total collections against set client targets.

Skills

Call centre functions and processes

Coaching experience

Communication skills

Data analysis

Adaptability

Education

Grade 12 / Matric

Degree / Diploma in related field

Tools

MS Office

Excel

Job description

Job Description

Call Centre Team Manager (Debt Collection)

About this role : To manage and support the Call Centre Agents in achieving required input and output standards, culminating in the achievement of revenue and client collection targets. Accountable for Call Centre Agents' performance through quality monitoring, report compilation, and coaching to achieve high performance outcomes.

• Minimum requirements (Qualifications and Experience):

Grade 12 / Matric

A Degree / Diploma in a related field is advantageous.

3 – 5 years of experience in a Debt Collection Environment

Knowledge of call centre functions and processes

Proven coaching experience with a team

Strong written and verbal communication skills

Proficiency in MS Office and Excel

Decisiveness, initiative, and persuasive abilities

Influential and analytical skills

Adaptability to change

Goal-oriented mindset

• Key Responsibilities :

Implement performance and consequence frameworks to address non-performers within acceptable timeframes.

Manage underperforming agents through internal improvement programs.

Develop remediation plans for undesirable team behaviors.

Deploy tailored retention and development plans for key employees.

Maintain attrition rates below agreed thresholds.

Achieve total collections against set client targets.

Attain top rankings across all mandates with peer competitors.

Meet and exceed financial targets as per mandates.

Optimize operational productivity according to performance plans.

Ensure behavioral accountability as per leadership pledge.

Assist new hires to become productive quickly.

Client Interaction: Daily / Weekly / Monthly as required.

Ensure compliance with policies, regulations, and security standards.

Provide data for audits.

Manage team workload effectively.

Lead all performance management initiatives for team skills.

Understand relevant legislation: POPIA and Magistrates Court Act.

Organizational skills, multi-tasking, negotiation, and behavioral skills.

Be deadline-driven, stress-tolerant, accountable, a team player, and a problem solver.

Achieve personal goals and objectives, cope with pressure, follow procedures.