Senior Collections Call Centre Leader - Performance & Compliance

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 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.