Call Centre Manager

Ubuntu Resource Management; Gauteng; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Ubuntu Resource Management invites applications for a Call Centre Manager role focused on debt collections. The position oversees high-volume portfolios across government, corporate, SARS and education debt, driving recoveries through strategic operations and team leadership.

You will manage a team of collection agents, optimize processes, monitor KPIs, ensure compliance, and provide client-facing updates. A results-driven, ethical leader with strong negotiation skills will thrive in this

Qualifications

• 5 years' contact centre experience.
• 3 years' management or senior supervisory experience.
• Proven experience in debt collection or revenue recovery.
• Experience managing high-volume portfolios 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 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 and pre-legal collections.
• Monitor call quality, compliance, data accuracy and client requirements.
• Prepare daily, weekly and monthly performance reports for management and clients.
• Analyse portfolio performance and implement corrective actions.
• Manage client queries, escalations and portfolio review meetings.
• Ensure all collection activities comply with applicable legislation, confidentiality requirements and company policies.

Skills

Leadership

Negotiation

Communication

Analytical

Team management

Education

Grade 12

Relevant qualification advantageous

Tools

CRM

Dialer systems

Debt collection systems

Excel

Job description

Job Opportunity - Call Centre Manager
Location: Roodepoort

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.