BPO Manager / Team Leader â Contact Centre (Collections, Legal & Insurance Claims)
Ergasia Placements Pretoria R 20/month
Minimum Requirements
- 12+ years experience in a BPO/contact centre environment
- At least 1 year in a Team Leader or Management role
- Proven debt collections experience (essential)
- Exposure to UK and/or US campaigns (preferred)
- Experience in legal collections or LPO (advantageous)
- Exposure to insurance claims (advantageous)
- Lead and manage a team within a fast-paced contact centre environment
- Drive performance against key KPIs including recoveries, PTP conversion, and right-party contact
- Oversee daily operations, workforce planning, and campaign performance
- Manage the full collections lifecycle, including legal escalation
- Support insurance claims processes where applicable
- Coach and develop team members to improve performance and engagement
- Ensure compliance with local and international regulations
- Provide reporting, insights, and performance analysis
- Strong leadership and people management skills
- Target-driven with a strong performance mindset
- Excellent communication and stakeholder engagement
- Analytical and problem-solving ability
- Ability to work in a high-pressure environment
- This is a full-time, office-based role in Pretoria
- Candidates must be willing to work UK/US shifts
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