Collections Call Centre Manager

Red Ember Recruitment (PTY) Ltd; Cape Town; On-site; ZAR 540,000 - 900,000; Full time

Job summary

Red Ember Recruitment (PTY) Ltd seeks a Collections Call Centre Manager to lead and manage the team to hit targets in collections and customer rehabilitation. You will drive people leadership, portfolio management, campaign optimisation and operational control while ensuring compliance with policies and regulatory requirements.

Key responsibilities include developing team leaders, overseeing daily operations, and delivering management reports.

Qualifications

• Grade 12/Matric required; Diploma/Degree in Business Management is advantageous.
• 3–8 years in debt collections with 3–5 years in operational leadership or call centre management.
• Proficiency in MS Office; familiarity with collections software and dialler systems; strong regulatory knowledge.

Responsibilities

• Lead and develop call centre leaders and supervisors through coaching.
• Oversee daily operations to achieve targets; monitor attendance and productivity.
• Communicate management messages to teams; drive performance culture.
• Monitor KPIs, prepare weekly/monthly reports, identify risks and improvements.
• Guide campaign execution and optimization; assess campaign completion and outcomes.

Skills

People leadership

Call centre management

Debt collections

MS Excel

Regulatory knowledge

Education

Grade 12 / Matric

Diploma/Degree in Business Management

Credit Management advantageous

Tools

Collections software

Dialler systems

MS Office

Job description

Red Ember Recruitment is seeking a Collections Call Centre Manager toLead 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 regulaLead 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.

Key Responsibilities

• Leadership & People ManagementLead 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 / MatricA 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.