Call Centre Manager

CALL CENTRE MANAGER DEBT COLLECTIONS

Portfolio: Government, Corporate, SARS & Education Debt Collections

• Manage and lead the daily operations of a high-volume debt collection call centre.
• Develop and implement effective collection strategies to maximise recoveries.
• Manage, motivate and 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, escalations and pre-legal collections.
• Monitor call quality, compliance, data accuracy and adherence to client requirements.
• Prepare daily, weekly and monthly performance reports for management and clients.
• Analyse portfolio performance and implement corrective actions where required.
• Manage client queries, escalations and portfolio review meetings.
• Ensure all collection activities comply with applicable legislation, confidentiality requirements and company policies.

• Grade 12 required; relevant qualification in Contact Centre Management, Debt Collection, Credit Management, Business Management, Finance or related field advantageous.
• Minimum 5 years' contact centre experience.
• Minimum 3 years' management or senior supervisory experience.
• Proven experience in debt collection or revenue recovery.
• Experience managing high-volume portfolios and collection teams against measurable targets.
• Strong leadership, negotiation, communication and analytical skills.
• Experience with CRM, dialler systems, debt collection systems and Excel/reporting tools.
• Advantageous Experience
• Government, corporate or institutional debt portfolios.
• SARS/revenue-related collections.
• School-fee/education debt collections.
• Pre-legal and legal collections experience.

Ideal Candidate: A results-driven, commercially minded and ethical leader who can manage a high-pressure collections environment and consistently deliver measurable recovery results.