SUMMARY:

Call Centre Manager

POSITION INFO:

Minimum Requirements

• Matric / Grade 12 (essential)
• Excellent command of the English language
• Clear criminal and credit record
• Own reliable transport
• Strong computer literacy, including Microsoft Office
• Willingness to work shifts, weekends, and public holidays when required
• Strong understanding of collections operations, dialler technologies, reporting systems, and workforce management

Key Responsibilities

• Manage and optimise outbound collections campaigns across multiple dialler platforms
• Drive agent productivity, dialler efficiency, and collections performance
• Monitor campaign performance and implement real-time improvements
• Analyse operational and collections data to identify trends and opportunities
• Lead, coach, and develop Team Leaders and collections teams
• Investigate and resolve system, dialler, and operational performance issues
• Produce meaningful management reports and performance insights
• Engage with internal stakeholders to ensure operational excellence and SLA adherence
• Drive continuous improvement initiatives to maximise recovery outcomes

Experience Required

• 5 - 7 years' experience in campaign or dialler management within a collections environment
• Proven experience managing high-volume call centre operations and multiple portfolios
• Experience working with debt management or recovery systems
• Demonstrated success in improving collections performance, productivity, and right-party contact rates
• Experience managing large teams, including Team Leaders and collections agents
• Strong stakeholder management and client engagement experience
• Experience within financial services, banking, debt collection, recoveries, or legal collections environments

Skills and Competencies

• Strong leadership and people management skills
• Advanced analytical and reporting abilities
• Excellent problem-solving and decision-making skills
• Strong communication and stakeholder engagement skills
• Ability to work independently and take initiative
• Strategic thinking with a focus on operational performance
• High attention to detail and quality standards
• Ability to perform under pressure and meet deadlines