Debt Collection Call Centre / Branch Manager

SUMMARY:
DEBT COLLECTION CALL CENTRE / BRANCH MANAGER

Cape Town:  My client, a well-established company specialising in debt-recovery solutions, is seeking an experienced Call Centre Operations Manager to lead their Cape Town-based operations team. Previous experience in debt collection / financial call centre operations is non-negotiable.

POSITION INFO:
Purpose of the Role: The purpose of this position is to oversee and optimise the day-to-day operations of a busy call centre environment, managing approximately 40 call centre agents and team leaders. The role requires a highly organised and experienced leader with strong business acumen, excellent communication skills in both English and Afrikaans, and the ability to ensure operational efficiency while maintaining service excellence.

Key Responsibilities Include but Are Not Limited To

• Leading and managing a team of ±40 call centre agents and team leaders
• Monitoring daily workflows and ensuring all operational targets are met
• Implementing strategies to improve productivity, quality, and debtor engagement outcomes
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring adherence to company policies, procedures and code of conduct
• Analysing operational data, call statistics and financial performance indicators to support strategic decisions
• Working closely with senior management to align operational goals with business objectives
• Overseeing office management responsibilities to ensure a smooth and professional working environment
• Identifying process improvements and implementing best-practice methodologies
• Assisting with recruitment, training and onboarding of new staff
• Ensuring compliance within the debt recovery framework and client service standards
• Managing escalations and resolving complex queries professionally and efficiently

• Proven experience in a Debt Collection / Financial Call Centre Manager role is mandatory – candidates without this experience will not be considered
• Strong managerial and leadership capabilities with experience managing large teams
• Solid financial and business acumen with the ability to interpret operational and performance data
• Fully bilingual in English and Afrikaans, with excellent verbal and written communication skills
• Strong problem-solving abilities and the capacity to make informed decisions under pressure
• Professional, well-presented and confident when interacting with internal teams and senior management
• High level of integrity, accountability and organisational skills
• Experience within the debt recovery, financial services, or related industry will be advantageous
• Proficient in MS Office and call centre / CRM systems

• Market-related remuneration with commission structure
• On appointment membership to medical aid is compulsory (company contribution)
• Provident Fund contribution
• Normal business hours, Monday to Friday, with flexibility required depending on operational needs