Call Centre Manager

SUMMARY:
Call Centre Manager – Debt Collection
Johannesburg
Market Related

POSITION INFO:
A well-established organisation in Johannesburg is seeking a skilled Call Centre Manager with 5+ years’ experience in debt collection or credit control to lead their collections team.
The ideal candidate will be a strong leader with proven experience in managing teams, developing collection strategies, and ensuring compliance, while driving cash recovery and performance metrics.

Minimum requirements:

• 5+ years’ experience in debt collection, credit control, or financial services
• Proven team leadership and management experience
• Strong understanding of debt recovery laws, regulations, and industry best practices
• Exceptional negotiation, communication, and analytical skills
• Technical proficiency in CRM systems, debt collection software, and MS Office (especially Excel)
• Strong problem-solving and decision-making skills

Key Responsibilities:

• Performance Leadership: Set, monitor, and achieve daily/monthly targets for collection teams; provide coaching and performance management
• Strategic Planning: Develop and implement credit policies, workflows, and collection strategies
• Reporting & Analysis: Prepare and present reports on aging accounts, portfolio risk, and cash flow forecasts
• Compliance & Risk: Ensure all collection activities comply with legal regulations and company policies
• Dispute Resolution: Handle escalated customer complaints, negotiate complex payment plans, and oversee legal actions when required

Key Performance Indicators (KPIs):

• Reduction in Days Sales Outstanding (DSO)
• Percentage of delinquent accounts resolved
• Cash collection vs. target