Debt Collections Call Centre Lead

Ubuntu Resource Management; Gauteng; In loco; ZAR 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

Ubuntu Resource Management invites applications for a Call Centre Manager role focused on debt collections. The position oversees high-volume portfolios across government, corporate, SARS and education debt, driving recoveries through strategic operations and team leadership.

You will manage a team of collection agents, optimize processes, monitor KPIs, ensure compliance, and provide client-facing updates. A results-driven, ethical leader with strong negotiation skills will thrive in this

Competenze

• 5 years' contact centre experience.
• 3 years' management or senior supervisory experience.
• Proven experience in debt collection or revenue recovery.
• Experience managing high-volume portfolios against measurable targets.
• Strong leadership, negotiation, communication and analytical skills.
• Experience with CRM, dialler systems, debt collection systems and Excel/reporting tools.

Mansioni

• Manage and lead the daily operations of a high-volume debt collection call centre.
• Develop and implement effective collection strategies to maximise recoveries.
• Coach collection agents to achieve individual and team targets.
• Monitor KPIs including collections, recovery rates, productivity, contactability and payment arrangements.
• Oversee outbound calling, debtor enquiries, payment arrangements, follow-ups and pre-legal collections.
• Monitor call quality, compliance, data accuracy and client requirements.
• Prepare daily, weekly and monthly performance reports for management and clients.
• Analyse portfolio performance and implement corrective actions.
• Manage client queries, escalations and portfolio review meetings.
• Ensure all collection activities comply with applicable legislation, confidentiality requirements and company policies.

Conoscenze

Leadership

Negotiation

Communication

Analytical

Team management

Formazione

Grade 12

Relevant qualification advantageous

Strumenti

CRM

Dialer systems

Debt collection systems

Excel

Descrizione del lavoro

Ubuntu Resource Management invites applications for a Call Centre Manager role focused on debt collections. The position oversees high-volume portfolios across government, corporate, SARS and education debt, driving recoveries through strategic operations and team leadership.

You will manage a team of collection agents, optimize processes, monitor KPIs, ensure compliance, and provide client-facing updates. A results-driven, ethical leader with strong negotiation skills will thrive in this