Collections Call Centre Manager

PTY; Cape Town; On-site; ZAR 720,000 - 920,000; Full time

Job summary

Red Ember Recruitment (PTY) Ltd in Woodstock, South Africa, seeks a Collections Call Centre Manager to lead the team and deliver targeted collections and customer rehabilitation outcomes.

The role focuses on people leadership, portfolio management, campaign optimization, and strict adherence to policies and regulatory requirements. You will guide supervisors and agents to maintain performance and service standards in a fast-paced environment.

Qualifications

• Grade 12 / Matric.
• Diploma/Degree in Business Management, or Credit Management advantageous.
• 3 to 8 years in a debt collections environment, including at least 3 to 5 years in a dedicated operational leadership or call centre management role.

Responsibilities

• Lead and develop call centre team leaders and supervisors through mentoring and coaching.
• Guide management of team performance, daily operations, coaching sessions and skills development.
• Communicate business and management messages to team leaders and agents.
• Manage attendance, productivity, disciplinary matters, interviews and employee engagement.
• Build a professional, accountable and performance-driven culture.
• Oversee day-to-day operations to ensure targets are achieved.
• Monitor workflow, staffing levels, and resource allocation.
• Ensure adherence to policies, procedures and quality standards.
• Monitor planned dialler campaigns and guide execution.
• Monitor KPIs and performance indicators.
• Prepare and present weekly and monthly management reports.
• Identify trends, risks, and areas for continuous improvement.
• Assess campaign completion and enhance campaigns.

Skills

People Leadership

Operational Management

KPIs & Reporting

Regulatory Knowledge

MS Excel Proficiency

Coaching Skills

Education

Matric / Grade 12

Business Management Diploma

Tools

Collections software

Dialer systems

MS Office

Job description

Red Ember Recruitment (PTY) Ltd | Permanent

Collections Call Centre Manager

Woodstock, South Africa

Red Ember Recruitment is seeking a Collections Call Centre Manager to Lead and manage the Collections Call Centre to deliver agreed collections and customer rehabilitation targets through effective people leadership, portfolio management, campaign optimisation and operational control, while ensuring compliance with company policies, quality standards and applicable regula Lead and manage the Collections Call Centre to deliver agreed collections and customer rehabilitation targets through effective people leadership, portfolio management, campaign optimisation and operational control, while ensuring compliance with company policies, quality standards and applicable regulatory requirements. tory requirements.

Requirements

Key Responsibilities

• Leadership & People Management Lead and develop call centre team leaders and supervisors through mentoring and coaching.
• Guide their management of team performance, daily operations, coaching sessions and skills development.
• Take responsibility for communicating all business and management messages to team leaders and agents.
• Manage and guide team leaders in addressing attendance, productivity, disciplinary matters, interviews and employee engagement.
• Build a professional, accountable and performance-driven culture

Operational Management

• Oversee the day-to-day operations of the call centre to ensure targets are achieved.
  
• Monitor workflow, staffing levels, and resource allocation.
  
• Ensure that team leaders and agents adhere to company policies, procedures and quality standards.
  
• Monitor planned dialler campaigns and guide team leaders in their execution.

Performance Management & Reporting

• Monitor and analyse key collections and operations performance indicators (KPIs).
• Prepare and present weekly and monthly management reports.
• Identify trends, operational risks, and areas for continuous improvement.
• Assess campaign completion and success using feedback from team leaders and agents. Identify opportunities to change and enhance campaigns.

Requirements & Qualifications

• Education: Grade 12 / Matric
• A Diploma/Degree in Business Management, or Credit Management advantageous.
• Experience: 3 to 8 years in a debt collections environment, including at least 3 to 5 years in a dedicated operational leadership or call centre management role.
• Technical Skills: Proficiency in MS Office (advanced Excel preferred), collections software/dialler systems
• Regulatory Knowledge: Strong working understanding of credit life cycles, debt collection acts, and privacy/data protection legislation.