Call Centre Manager

Ver-Tex Solutions; Pretoria; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic solutions provider in Pretoria is looking for a Call Centre Manager to lead a team in their Collections division. This role requires extensive management experience, ideally in the collections field, to drive team performance and ensure high service delivery. The ideal candidate will have strong leadership skills and a proven track record in optimizing team productivity and operational success. This full-time position focuses on both personnel and portfolio management with the goal of achieving exceptional results.

Qualifications

• 5+ years of management experience in operations.
• Experience in collections or credit management environments.
• Proven ability to manage teams and develop talent.

Responsibilities

• Lead and inspire a dynamic team of managers and agents.
• Drive team performance and manage attendance.
• Cultivate relationships with senior management and ensure service excellence.

Skills

Management experience

Portfolio management

Team leadership

Strategic thinking

Strong communication skills

Education

Tertiary qualification in Credit Management or Business Administration

Job description

About the Role

We are excited to announce an opportunity for the position of Call Centre Manager within our Collections division, based in Pretoria. This is a fantastic opportunity to lead, inspire, and develop a dynamic team of Team Managers and Agents. You will take charge of their growth, driving their development to unlock maximum productivity and effectiveness, all while focusing on achieving stellar recoveries. As the Call Centre Manager, you will craft and execute strategies, boost team capacity, and ensure the seamless implementation of business goals. You will be at the helm of the business unit's success, guiding a team of managers and expert agents to financial and operational triumphs.

Key Responsibilities

Portfolio Management

• Leading the execution of strategies and managing portfolios to maximise recoveries.
• Ensuring we consistently meet or exceed expectations for productivity, quality and collections.
• Optimising call centre productivity through hands‑on team management, best practices, and continuous process improvement.
• Designing and executing operational strategy and daily portfolio analysis to drive efficiency and results.
• Overseeing administrative processes and reporting to ensure smooth operations and improved performance, and produce relevant reporting and analysis to maximise results.

Personnel Management

• Actively managing Team Managers to ensure consistent performance management, coaching, and professional development.
• Ensuring staff are adequately trained, motivated, and supported, with an emphasis on performance excellence.
• Driving performance and applying disciplinary processes when necessary to ensure team alignment with goals.
• Managing attendance and compliance to ensure a productive and engaged workforce.
• Expanding and developing teams.
• Coaching and mentoring staff in line with the Ver‑Tex Solutions Values.

Service Excellence

• Cultivating strong, strategic relationships with executives, senior managers, and support staff.
• Ensuring we consistently deliver exceptional service and maintain high satisfaction, while driving continuous improvement.

Living the Ver‑Tex Solutions Values

• Create a Positive Impact by leading with enthusiasm, drive positive outcomes and contribute to creating a productive work environment.
• Get It Done by demonstrating a strong sense of accountability and drive, ensuring tasks and goals are completed on time and to a high standard.
• Find Better Ways by continuously innovating and looking for ways to improve processes, enhance performance and deliver better results.
• Do the Right Thing – Lead by example with integrity, ensuring decisions and actions align with the company's values and ethical standards.

Requirements

• 5+ years Management experience in operations, particularly in a collections or credit management environment.
• Tertiary qualification in Credit Management, Business Administration, or related field (NQF Level 6+ preferred).
• A proven track record of successfully managing teams and developing talent.
• Expertise in portfolio management, relationship building, and team leadership.
• A proven track record of driving operational success while optimizing productivity and quality.
• Strong problem‑solving and strategic thinking skills with a focus on continuous improvement.
• High‑level computer literacy.
• Management reporting and presenting experience is advantageous.
• Strong communication and interpersonal skills, with the ability to engage and motivate diverse teams.
• A results‑driven mindset with a proven ability to manage under pressure and consistently meet targets.

Job Type : Full‑time
Pay : R

• ,00 - R
• ,00 per monthWork Location : In person