Global Call Center Manager – Collections & Recoveries

Merchants; Gauteng; On-site; ZAR 500 000 - 800 000; Full time

Job summary

A leading call centre operations firm is seeking a Mid-Senior level Call Centre Manager for their Johannesburg office. The ideal candidate will have over 4 years of operations management experience in collections, ensuring performance and compliance in a high-paced environment. Responsibilities include leading teams to deliver on client SLAs and partnering globally for service quality improvement.

Qualifications

• 4+ years' operations management experience in a call centre or BPO environment.
• Minimum 2 years' leadership at manager level, managing multiple teams.
• Proven experience in collections / auto finance / credit or recoveries.

Responsibilities

• Lead a dynamic call centre operation, driving performance across international collections campaigns.
• Manage people, process, and performance to deliver client SLAs.
• Coach and develop Team Leaders to achieve operational excellence.
• Partner with global stakeholders, ensuring service quality and compliance.
• Monitor performance metrics and continuously improve efficiency and profitability.

Skills

Operations management

People development

Performance management

Client engagement

SLA management

Job description

A leading call centre operations firm is seeking a Mid-Senior level Call Centre Manager for their Johannesburg office. The ideal candidate will have over 4 years of operations management experience in collections, ensuring performance and compliance in a high-paced environment. Responsibilities include leading teams to deliver on client SLAs and partnering globally for service quality improvement.