Call Centre Manager, Gauteng
Sheldon Recruitment and Selection Johannesburg R 15/month
Applicants are required to meet the following criteria:
- Grade 12 + relevant qualification in Credit Management, Contact Centre Management, Business, Finance, or Legal Studies.
- 5+ years in contact centres with at least 3 years in a senior management/supervisory role.
- Proven track record in high-volume debt collection, target achievement, dialler/CRM tech, and handling institutional, government, SARS, or education books
The successful applicant would be responsible for, but not limited to:
- Financial & Recovery: Gross/net collections vs. target, recovery percentage, and collection per agent/productive hour.
- Operational Efficiency: Right-party contact (RPC) rate, dialler productivity, PTP conversion/fulfilment, and broken-arrangement recovery.
- Quality & SLA: Call-quality QA scores, SLA compliance, client complaint resolution, and data/legal referral accuracy.
- Government & Public Sector: Execute client-specific strategies, maintain auditable records, meet contractual SLAs, and resolve operational bottlenecks.
- SARS & Revenue-Related: Lead high-value/sensitive debtor engagement with maximum confidentiality, procedural discipline, and accurate reporting.
- School & Education: Oversee parent/guardian payment plans, pre-registration/year-end recovery campaigns, and legal referrals with professional, empathetic communication.
- Daily Contact Centre Operations: Oversee agent account allocation, outbound dialler management, inbound queries, PTP tracking, broken-arrangement follow-ups, tracing, and pre-legal handovers.
- Team Leadership: Conduct daily performance briefings, structured reviews, agent coaching, PIPs, and disciplinary management.
- Quality Assurance: Monitor calls for proper debtor verification, accurate negotiation, respectful treatment of distressed debtors, and regulatory adherence.
- Reporting (MI): Deliver daily operational stats, weekly trend analyses, and monthly executive forecasts and strategic recommendations.
Salary: R15 000 R20 000 per month (dependent on experience)
To apply email detailed CV and supporting documentation through to
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