Call Centre Manager, Gauteng

University of Fort Hare; Johannesburg; On-site; ZAR 167,000 - 223,000; Full time

Job summary

University of Fort Hare seeks an experienced Call Centre Manager for a permanent role in Roodepoort, Gauteng. You will lead high-volume debt collection operations, drive target achievement, and manage dialler/CRM technology within a regulated, educational context.

Applicants should have 5+ years in contact centres, with at least 3 years in senior management, and a strong track record in leadership, compliance, and stakeholder communication.

Qualifications

• Minimum 5 years in contact centres with at least 3 years in a senior management role.
• Experience in high-volume debt collection and achieving targets.
• Familiar with dialler/CRM technology and handling institutional, government, SARS, or education books.

Responsibilities

• Financial & Recovery: monitor collections vs targets and recovery per agent.
• Operational Efficiency: maximise RPC rate and dialler productivity.
• Quality & SLA: ensure call quality, SLA compliance and accurate reporting.
• Government & Public Sector: implement client-specific strategies with auditable records.
• SARS & Revenue: manage high-value debtor engagement with confidentiality.
• Education sector: oversee parent/guardian payment plans and pre-registration recovery campaigns.
• Daily Operations: oversee agent allocations, outbound inbound queries, and pre-legal handovers.
• People & Compliance: lead performance reviews, coaching, and disciplinary actions.
• Reporting: deliver daily stats, weekly trends and monthly forecasts.

Skills

Contact centre management

Debt collection

Leadership

Regulatory compliance

Education

Grade 12 with relevant qualification in Credit Management/Contact Centre Management/Business/Finance/Legal Studies

Tools

Dialler software

CRM systems

Job description

R15 000 - R20 000 Monthly (dependent on experience)

We are seeking a Call Centre Manage for a permanent vacancy based in Roodepoort, Gauteng

Applicants are required to meet the following criteria:

• Grade 12 + relevant qualification in Credit Management, Contact Centre Management, Business, Finance, or Legal Studies.
• 5+ years in contact centres with at least 3 years in a senior management/supervisory role.
• Proven track record in high-volume debt collection, target achievement, dialler/CRM tech, and handling institutional, government, SARS, or education books

The successful applicant would be responsible for, but not limited to:

• Financial & Recovery: Gross/net collections vs. target, recovery percentage, and collection per agent/productive hour.
• Operational Efficiency: Right-party contact (RPC) rate, dialler productivity, PTP conversion/fulfilment, and broken-arrangement recovery.
• Quality & SLA: Call‑quality QA scores, SLA compliance, client complaint resolution, and data/legal referral accuracy.

CORE RESPONSIBILITIES BY PORTFOLIO

• Government & Public Sector: Execute client-specific strategies, maintain auditable records, meet contractual SLAs, and resolve operational bottlenecks.
• SARS & Revenue‑Related: Lead high‑value/sensitive debtor engagement with maximum confidentiality, procedural discipline, and accurate reporting.
• School & Education: Oversee parent/guardian payment plans, pre‑registration/year‑end recovery campaigns, and legal referrals with professional, empathetic communication.
• Daily Contact Centre Operations: Oversee agent account allocation, outbound dialler management, inbound queries, PTP tracking, broken‑arrangement follow‑ups, tracing, and pre‑legal handovers.

PEOPLE & COMPLIANCE MANAGEMENT

• Team Leadership: Conduct daily performance briefings, structured reviews, agent coaching, PIPs, and disciplinary management.
• Quality Assurance: Monitor calls for proper debtor verification, accurate negotiation, respectful treatment of distressed debtors, and regulatory adherence.
• Reporting (MI): Deliver daily operational stats, weekly trend analyses, and monthly executive forecasts and strategic recommendations.

Salary: R15000 – R20000 per month (dependent on experience)