Call Centre Manager
Dante Personnel Johannesburg
A well-established organisation in Johannesburg is seeking a skilled Call Centre Manager with 5+ years experience in debt collection or credit control to lead their collections team.
The ideal candidate will be a strong leader with proven experience in managing teams, developing collection strategies, and ensuring compliance, while driving cash recovery and performance metrics.
Minimum requirements:
- 5+ years experience in debt collection, credit control, or financial services
- Proven team leadership and management experience
- Strong understanding of debt recovery laws, regulations, and industry best practices
- Exceptional negotiation, communication, and analytical skills
- Technical proficiency in CRM systems, debt collection software, and MS Office (especially Excel)
- Strong problem-solving and decision-making skills
Key Responsibilities:
- Performance Leadership: Set, monitor, and achieve daily/monthly targets for collection teams; provide coaching and performance management
- Strategic Planning: Develop and implement credit policies, workflows, and collection strategies
- Reporting & Analysis: Prepare and present reports on aging accounts, portfolio risk, and cash flow forecasts
- Compliance & Risk: Ensure all collection activities comply with legal regulations and company policies
- Dispute Resolution: Handle escalated customer complaints, negotiate complex payment plans, and oversee legal actions when required
Key Performance Indicators (KPIs):
- Reduction in Days Sales Outstanding (DSO)
- Percentage of delinquent accounts resolved
- Cash collection vs. target
Consultant: Chante Pienaar - Dante Personnel Pretoria Faerie Glen
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