Collections Call Centre Manager

Red Ember Recruitment is seeking a Collections Call Centre Manager to Lead and manage the Collections Call Centre to deliver agreed collections and customer rehabilitation targets through effective people leadership, portfolio management, campaign optimisation and operational control, while ensuring compliance with company policies, quality standards and applicable regulaLead and manage the Collections Call Centre to deliver agreed collections and customer rehabilitation targets through effective people leadership, portfolio management, campaign optimisation and operational control, while ensuring compliance with company policies, quality standards and applicable regulatory requirements. tory requirements.Requirements
Key Responsibilities
Leadership & People Management
Lead and develop call centre team leaders and supervisors through mentoring and coaching. Guide their management of team performance, daily operations, coaching sessions and skills development.Take responsibility for communicating all business and management messages to team leaders and agents.Manage and guide team leaders in addressing attendance, productivity, disciplinary matters, interviews and employee engagement.Build a professional, accountable and performance-driven cultureOperational Management
Oversee the day-to-day operations of the call centre to ensure targets are achieved.Monitor workflow, staffing levels, and resource allocation.Ensure that team leaders and agents adhere to company policies, procedures and quality standards.Monitor planned dialler campaigns and guide team leaders in their execution.Performance Management & Reporting
Monitor and analyse key collections and operations performance indicators (KPIs).Prepare and present weekly and monthly management reports.Identify trends, operational risks, and areas for continuous improvement.Assess campaign completion and success using feedback from team leaders and agents. Identify opportunities to change and enhance campaigns.Requirements & Qualifications
Education: Grade 12 / MatricA Diploma/Degree in Business Management, or Credit Management advantageous.Experience: 3 to 8 years in a debt collections environment, including at least 3 to 5 years in a dedicated operational leadership or call centre management role.Technical Skills: Proficiency in MS Office (advanced Excel preferred), collections software/dialler systemsRegulatory Knowledge: Strong working understanding of credit life cycles, debt collection acts, and privacy/data protection legislation.
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