Debt Collection Call Centre Manager

A well-established Debt Collection Company based in Bryanston, Gauteng is seeking an experienced, strategic, and results-driven Call Centre Manager to lead and manage its collections call centre operations. The Successful candidate will be responsible, amongst others, for the following, Manage the day-to-day operations of the debt collection call centre Develop, implement, and continuously refine collection strategies to improve performance, recoveries, and overall portfolio results. Analyse collection trends, agent performance, and portfolio behaviour to identify opportunities for improved recoveries Lead, motivate, and performance-manage team leaders and agents Ensure collections targets, KPIs, and SLAs are consistently achieved Monitor call quality, productivity, and compliance with legislative and internal requirements Ensure full compliance with relevant legislation and internal policies Handle escalated complaints and resolve operational issues effectively Recruit, train, coach, and develop staff to build a high-performing team Work closely with senior management to align collection strategies with business objectives Minimum Requirements: Matric (essential) Relevant tertiary qualification in Management, Law, Business, or related field (advantageous) Minimum of 5 years experience in a debt collection call centre environment At least 3 years experience in a management or senior supervisory role Strong knowledge of debt collection legislation and compliance requirements Proven track record of implementing successful collection strategies and improving performance Excellent leadership, communication, and people-management skills Strong analytical, reporting, and problem-solving abilities Proficient in call centre systems and MS Office Key Competencies: Strategic thinker with strong execution ability Results-driven and performance-focused Strong decision-making and conflict-resolution skills High level of professionalism and integrity Ability to work under pressure in a fast-paced environment