Call Centre Manager: Banking Collections

SUMMARY:
We are seeking a highly experienced and strategic Call Centre Manager to lead operations within our Standard Bank Call Centre at a Law Firm based in Pretoria East.

This role requires a strong leader with a proven ability to manage large teams, drive performance, and optimise operational efficiency in a high-pressure, target-driven environment.

POSITION INFO:

Key Responsibilities

• Oversee and manage call centre operations, including multiple teams and Team Leaders
• Drive performance against KPIs, including collections targets, service levels, and productivity
• Implement and monitor performance management frameworks, coaching, and staff development
• Analyse operational data and implement strategies to improve efficiency and outcomes
• Manage escalations, client expectations, and complex operational challenges
• Ensure compliance with regulatory requirements and industry standards
• Oversee dialler systems, campaign management, and workforce planning
• Lead continuous improvement initiatives and operational enhancements

Minimum Requirements

• 10+ years’ experience in a call centre environment
• 8+ years’ experience in a management role
• Proven track record of achieving and exceeding KPIs
• Strong leadership experience managing large teams and multi-layer structures
• Extensive experience in performance management and staff development
• Strong understanding of call centre technologies, diallers, and reporting systems
• Excellent communication, leadership, and stakeholder management skills
• Strong organisational, planning, and decision-making abilities
• Relevant qualification in Management or a related field (advantageous)

Experience & Exposure

• Financial services environments (banks, credit providers, lending institutions)
• Legal or collections environments, including recovery or debt collection operations
• High-volume inbound and outbound call centre operations
• Regulated industries with strong compliance and governance requirements
• Managing collections portfolios and driving recovery performance
• Dialler systems, campaign management, and workforce planning tools
• Leading large teams with multiple reporting layers
• Driving operational efficiencies and process improvements

Key Skills & Competencies

• Strong leadership and team management ability
• Performance management and KPI tracking
• Strategic thinking and operational oversight
• Excellent problem-solving and decision-making skills
• Conflict resolution and escalation handling
• Coaching, mentoring, and staff development
• Analytical thinking and data interpretation
• Strong organisational and time management skills
• Adaptability and change management capability
• Attention to detail with a strong quality assurance focus

Remuneration

• Salary: R24,000 – R32,000 per month (depending on experience)