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
Criteria
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
Remuneration and Hours of Work
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
Closing Date: 2026-02-07