Call Centre Manager

Ubuntu RM; Gauteng; On-site; ZAR 520,000 - 760,000; Full time

Job summary

Ubuntu RM is seeking a capable Call Centre Manager - Debt Collections to lead a high-volume debt recovery operation in Gauteng. You will develop strategies to maximise recoveries, coach agents, and manage client portfolios across government and corporate sectors.

You will monitor key KPIs, ensure compliance with laws and policies, and produce regular performance reports. A strong background in debt collection, CRM, and high-volume team leadership is essential for success.

Qualifications

• Grade 12 is required; related qualification advantageous.
• Minimum 5 years' contact centre experience.
• Minimum 3 years' management or senior supervisory experience.
• Proven experience in debt collection or revenue recovery.
• Experience managing high-volume portfolios and collection teams against measurable targets.
• Strong leadership, negotiation, communication and analytical skills.
• Experience with CRM, dialler systems, debt collection systems and Excel/reporting tools.

Responsibilities

• Manage and lead the daily operations of a high-volume debt collection call centre.
• Develop and implement effective collection strategies to maximise recoveries.
• Coach and motivate collection agents to achieve targets.
• Monitor KPIs including collections, recovery rates, productivity, contactability and payment arrangements.
• Oversee outbound calling, debtor enquiries, payment arrangements, follow-ups, escalations and pre-legal collections.
• Ensure compliance with legislation, confidentiality, and company policies.
• Prepare daily, weekly and monthly performance reports for management and clients.
• Analyse portfolio performance and implement corrective actions.

Skills

Leadership

Negotiation

Communication

Analytical skills

CRM

Excel

Debt collection experience

Education

Grade 12

Related field qualification (Contact Centre Management / Debt Collection / Credit Management / Business Management / Finance)

Tools

CRM

Dialer systems

Debt collection systems

Excel/reporting tools

Job description

CALL CENTRE MANAGER - DEBT COLLECTIONS

Portfolio: Government, Corporate, SARS & Education Debt Collections

Key Responsibilities

• Manage and lead the daily operations of a high-volume debt collection call centre.
• Develop and implement effective collection strategies to maximise recoveries.
• Manage, motivate and coach collection agents to achieve individual and team targets.
• Monitor KPIs including collections, recovery rates, productivity, contactability and payment arrangements.
• Oversee outbound calling, debtor enquiries, payment arrangements, follow-ups, escalations and pre-legal collections.
• Monitor call quality, compliance, data accuracy and adherence to client requirements.
• Prepare daily, weekly and monthly performance reports for management and clients.
• Analyse portfolio performance and implement corrective actions where required.
• Manage client queries, escalations and portfolio review meetings.
• Ensure all collection activities comply with applicable legislation, confidentiality requirements and company policies.

Minimum Requirements

• Grade 12 required; relevant qualification in Contact Centre Management, Debt Collection, Credit Management, Business Management, Finance or related field advantageous.
• Minimum 5 years' contact centre experience.
• Minimum 3 years' management or senior supervisory experience.
• Proven experience in debt collection or revenue recovery.
• Experience managing high-volume portfolios and collection teams against measurable targets.
• Strong leadership, negotiation, communication and analytical skills.
• Experience with CRM, dialler systems, debt collection systems and Excel/reporting tools.
• Advantageous Experience
• Government, corporate or institutional debt portfolios.
• SARS/revenue-related collections.
• School-fee/education debt collections.
• Pre-legal and legal collections experience.

Ideal Candidate: A results-driven, commercially minded and ethical leader who can manage a high-pressure collections environment and consistently deliver measurable recovery results.