Call Center Collections Manager

3 weeks ago

Cape Town, South Africa MCI Military Recruitment Full time

POSITION OVERVIEW:
**Job Title**: Call Center Collections Manager

**Job Type**: Full-time, Permanent

**Location**: Onsite, Cape Town (US hours)

**About Us**:
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

**Position Overview**:
We are seeking a Collections Manager who will be responsible for overseeing and managing the collections operations within the call center environment. Your role involves leading a team of collections supervisors and agents, developing strategies to optimize debt recovery efforts, and ensuring compliance with regulatory standards. You will play a key role in driving performance, maximizing collections, and fostering a culture of excellence and compliance within the collections department.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Provide leadership, guidance, and support to a team of collections supervisors and agents, fostering a positive and high-performing work environment.
- Set clear performance expectations, goals, and targets for the collections team, and monitor progress against key metrics, including collection rates, call quality, and productivity.
- Develop and implement strategic plans, initiatives, and campaigns to optimize debt recovery efforts, enhance operational efficiency, and maximize collections.
- Identify opportunities for process improvements, technology enhancements, and workflow optimizations to streamline operations and improve performance.
- Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction.
- Conduct regular performance reviews, provide feedback, coaching, and training to collections supervisors and agents to drive continuous improvement and achieve performance targets.
- Ensure compliance with all applicable laws, regulations, and industry standards governing debt collection practices.
- Implement and enforce policies, procedures, and controls to maintain compliance with regulatory requirements and mitigate operational risks.
- Establish quality assurance programs and processes to monitor the quality and effectiveness of collections activities, including call monitoring, audits, and compliance reviews.
- Identify areas for process improvement, efficiency gains, and automation opportunities to enhance productivity, accuracy, and customer experience.
- Collaborate with internal stakeholders, including senior management, legal, compliance, and operations teams, to align collections strategies with business objectives and priorities.
- Communicate regularly with stakeholders to provide updates on performance, initiatives, and challenges, and solicit feedback to inform decision-making and drive continuous improvement.
- Develop and manage departmental budgets, allocate resources effectively, and optimize staffing levels to support operational needs and achieve financial targets.
- Monitor expenses, analyze variances, and implement cost-saving measures to ensure efficient use of resources and maximize return on investment.

STANDARD QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Associate degree, Certification or Equivalent Combination of Training and Experience
- Proven experience in debt collection, call center operations, or financial services management, with a minimum of 4 years in a managerial role.
- Strong leadership and people management skills, with the ability to inspire, motivate, and empower teams to achieve results and exceed performance targets.
- Thorough understanding of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct, integrity, and professionalism.
- Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
- Effective communication and interpersonal skills, with the ability to interact with diverse stakeholders, build relationships, and influence outcomes.
- Proficiency in using call center technology, CRM systems, and analytics tools to manage operations, track performance, and drive continuous improvement.
- Strong project management skills, with the ability to plan, organize, and execute initiatives on time and within budget.
- Demonstrated ability to thrive in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.

CONDITIONS:

- Must be authorized to work in the country where the job is based.
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
- Must be willing to submit to drug screening. Job offers are contingent on dr

  • Call Center Collections Manager

    3 weeks ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Manager **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Call Center Collections Supervisor

    3 weeks ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Supervisor **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus...

  • Call Center Collections Supervisor

    3 weeks ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Supervisor **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus...

  • Call Center Collections Director

    3 weeks ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Director **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Call Center Collections Director

    3 weeks ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Director **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Call Center Floor Manager

    3 weeks ago

    Cape Town, South Africa Rapid Phone Center Full time

    **This position offers an exciting opportunity to contribute meaningfully to a multinational organization, leading a dynamic, high-performing team to achieve excellence in customer service.** **Strategic Leadership** - **Operational Oversight**: - Lead, manage, and oversee all day-to-day call center activities to ensure seamless operations. - Develop and...

  • Customer Service Call Center Agent

    3 weeks ago

    Cape Town, South Africa Mariposa Call Center Full time

    Mariposa is growing again; our biggest client has an exciting new opportunity for us here! We are currently looking for dynamic individuals to join our team for this new adventure. Agents do NOT have to make cold calls. We are hiring for our biggest client that provides outstanding contact centre services for the moving and storage industry. Full training...

  • Call Center Collections Agent

    3 weeks ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Agent **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Call Center Collections Agent

    3 weeks ago

    Cape Town, South Africa MCI Jobs Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Agent **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Call Center Collections Agent

    3 weeks ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections Agent **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Recruitment for Call Center Agents May 2023

    1 week ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    Great opportunity to grow your career. We are an outbound call center looking for individuals to join the call center environment. We do sales over the phones. **Requirements**: - Must be outspoken and computer literate. - Must speak fluent English /Afrikaans or any African Lang On offer: - Basic and Commission - Incentives Full Training will be...

  • Recruitment for Call Center Agents March 2023

    7 days ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    We are looking for outspoken ,goal getter ,Money driven individuals top join our dynamic team. We are an outbound call center We do sales telepathically. **Requirements**: - Matric - Must be outspoken and computer literate. - Must speak fluent English /Afrikaans or any African Lang On offer: - Basic and Commission - Incentives Full Training will be...

  • Call Center Professional

    5 days ago

    Cape Town, Western Cape, South Africa MCI Full time

    Job Overview:MCI is seeking a skilled Call Center Professional to join our team. As a Call Center Professional, you will be responsible for interacting with customers via phone, email, or other channels to collect outstanding debts, resolve issues, and provide exceptional customer service.Your key responsibilities will include making outbound collection...

  • Sales Agents Required for Call Center 2023

    1 week ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    We outbound call centers in the Western Cape. We are an authorized dealer of Vodacom as well as Cell C. We don’t only offer you success, but growth possibilities as well. If you are confident, savvy, money hungry, self-motivated, and a team player then this is the place for you! If you think you obtain the characteristics mentions then, **APPLY...

  • Call Center Manager

    2 weeks ago

    Cape Town, South Africa Compare The Networks Ltd Full time

    We are opening a new office on Loop Street, moving from Long Street, with the move comes more space and more agents, we are seeking someone to help manage and maintain the growth potentials of the branch. We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center...

  • Inbound Call Center Manager

    3 weeks ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Manager **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Inbound Call Center Manager

    3 weeks ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Manager **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on...

  • Inbound Call Center Manager

    4 weeks ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Inbound Call Center Manager **Job Type**: Full-time, Permanent **Location**: Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a...

  • Call Center Collections Agent

    3 weeks ago

    Cape Town, South Africa MCI Careers Full time

    POSITION OVERVIEW: **Job Title**:Call Center Collections Agent **Location**:Onsite, Pinelands, Cape Town **Start Date**: 2 December 2024 **Hours**: USA Shifts MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus...

  • Telemarketer Required for Outbound Center

    3 weeks ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    Telemarketing company looking for outbound call agents We a call center looking for individuals to join our growing team We do telephonic sales and assist client with cellular products. Requirments: - Matric or Grade 11 - Must be outspoken and goal driven - Must speak fluent English /Afrikaans or any African Lang On offer: - Basic and Commission...