Call Centre Manager
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Portfolio: Government, Corporate, SARS & Education Debt Collections
Key Responsibilities
- 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.
Minimum Requirements
- 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.
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