Call Centre Manager

SUMMARY:
Job Opportunity - Call Centre Manager 
Location: Roodepoort

POSITION INFO:
CALL CENTRE MANAGER - DEBT COLLECTIONS 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. Ideal Candidate: A results-driven, commercially minded and ethical leader who can manage a high-pressure collections environment and consistently deliver measurable recovery results.