Call Centre Manager

Dante Personnel; South Africa; On-site; ZAR 600,000 - 850,000; Full time

Job summary

Dante Personnel in Johannesburg is looking for a skilled Call Centre Manager with over 5 years of experience in debt collection or credit control. This role involves leading a collections team, developing strategies, and ensuring compliance with regulations. Ideally, candidates should possess strong leadership skills, a deep understanding of debt recovery laws, and proficiency in CRM systems and MS Excel. The position requires effective negotiation and analytical skills to drive cash recovery and monitor performance metrics.

Qualifications

• 5+ years' experience in debt collection, credit control, or financial services.
• Strong understanding of debt recovery laws and industry best practices.
• Technical proficiency in CRM systems and Excel.

Responsibilities

• Set and achieve daily/monthly targets for the collection teams.
• Develop and implement credit policies and workflows.
• Prepare and present reports on aging accounts.

Skills

Team leadership and management experience

Negotiation skills

Analytical skills

Communication skills

Problem-solving skills

Tools

CRM systems

Debt collection software

MS Office (Excel)

Job description

A well-established organisation in Johannesburg is seeking a skilled Call Centre Manager with 5+ years’ experience in debt collection or credit control to lead their collections team. The ideal candidate will be a strong leader with proven experience in managing teams, developing collection strategies, and ensuring compliance, while driving cash recovery and performance metrics.

Minimum Requirements

• 5+ years’ experience in debt collection, credit control, or financial services
• Proven team leadership and management experience
• Strong understanding of debt recovery laws, regulations, and industry best practices
• Exceptional negotiation, communication, and analytical skills
• Technical proficiency in CRM systems, debt collection software, and MS Office (especially Excel)
• Strong problem-solving and decision-making skills

Key Responsibilities

• Performance Leadership: Set, monitor, and achieve daily/monthly targets for collection teams; provide coaching and performance management
• Strategic Planning: Develop and implement credit policies, workflows, and collection strategies
• Reporting & Analysis: Prepare and present reports on aging accounts, portfolio risk, and cash flow forecasts
• Compliance & Risk: Ensure all collection activities comply with legal regulations and company policies
• Dispute Resolution: Handle escalated customer complaints, negotiate complex payment plans, and oversee legal actions when required

Key Performance Indicators (KPIs)

• Reduction in Days Sales Outstanding (DSO)
• Percentage of delinquent accounts resolved
• Cash collection vs. target