Call Centre Manager, Gauteng

Sheldon Recruitment and Selection; Johannesburg; On-site; ZAR 167,000 - 223,000; Full time

Job summary

Sheldon Recruitment and Selection is seeking an experienced Head of Credit Management for Johannesburg. The role focuses on high-volume debt collection, performance management, and regulatory compliance within a busy contact centre environment.

You will drive collections performance, oversee dialler/CRM tools, and ensure SLA adherence while managing a team across government, SARS, and education portfolios. Experience in confidential debt engagement is essential.

Qualifications

• Grade 12 plus 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, meeting targets, and using dialler/CRM technology.

Responsibilities

• Financial & Recovery: Gross/net collections vs. target, recovery percentage, and collection per agent/productive hour.
• Operational Efficiency: RPC rate, dialler productivity, PTP conversion/fulfilment, and broken-arrormance recovery.
• Quality & SLA: Call-quality QA scores, SLA compliance, client complaint resolution, and data/legal referral accuracy.
• Government & Public Sector: Execute strategies, maintain auditable records, meet SLAs, resolve bottlenecks.
• SARS & Revenue-Related: Lead high-value debtor engagement with confidentiality and accurate reporting.
• School & Education: Oversee payment plans, pre-registration/year-end campaigns, and legal referrals with professionalism.
• Daily Contact Centre Operations: Oversee agent allocation, outbound/inbound, PTP tracking, follow-ups, tracing, pre-legal handovers.
• Team Leadership: Daily briefings, reviews, coaching, PIPs, and disciplinary management.
• Quality Assurance: Monitor calls for debtor verification, negotiation accuracy, and regulatory adherence.
• Reporting (MI): Deliver daily stats, weekly trends, and monthly forecasts with strategic recommendations.

Skills

Debt collection

Leadership

Dialler/CRM tech

Regulatory adherence

Education

Grade 12

Relevant qualification in Credit Management/Contact Centre/Business/Finance/Legal Studies

Tools

Dialer

CRM systems

Job description

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: R15 000 R20 000 per month (dependent on experience)