Marketing & Advertising

Call Centre Manager

Ubuntu Resource Management·Johannesburg, Gauteng, south-africa·FULL_TIME
Marketing & AdvertisingmanagerFULL_TIME
-Closes Oct 30, 2026

CALL CENTRE MANAGER - DEBT COLLECTIONS Portfolio: Government, Corporate, SARS & Education Debt Collections Key Responsibilities Manage and lead the daily operations of a high-volume debt collection call centre. Develop and implement effective collection strategies to maximise recoveries. Manage, motivate and coach collection agents to achieve individual and team targets. Monitor KPIs including collections, recovery rates, productivity, contactability and payment arrangements. Oversee outbound calling, debtor enquiries, payment arrangements, follow-ups, escalations and pre-legal collections. Monitor call quality, compliance, data accuracy and adherence to client requirements. Prepare daily, weekly and monthly performance reports for management and clients. Analyse portfolio performance and implement corrective actions where required. Manage client queries, escalations and portfolio review meetings. Ensure all collection activities comply with applicable legislation, confidentiality requirements and company policies. Minimum Requirements Grade 12 required; relevant qualification in Contact Centre Management, Debt Collection, Credit Management, Business Management, Finance or related field advantageous. Minimum 5 years' contact centre experience. Minimum 3 years' management or senior supervisory experience. Proven experience in debt collection or revenue recovery. Experience managing high-volume portfolios and collection teams against measurable targets. Strong leadership, negotiation, communication and analytical skills. Experience with CRM, dialler systems, debt collection systems and Excel/reporting tools. Advantageous Experience Government, corporate or institutional debt portfolios. SARS/revenue-related collections. School-fee/education debt collections. Pre-legal and legal collections experience. Ideal Candidate: A results-driven, commercially minded and ethical leader who can manage a high-pressure collections environment and consistently deliver measurable recovery results.

Apply Now

At a glance

Company

Ubuntu Resource Management

Location

Johannesburg, Gauteng, south-africa

Employment

FULL_TIME

Experience

manager

Valid until

October 30, 2026

Created

October 13, 2026

More opportunities

Similar roles you might like

Contact Centre Agent

Salt Employee Benefits

Gauteng, south-africa

full-time

Role review: The Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and abandoned calls and contact members to obtain outstanding information. The Call Centre Agent provides assistance to the employer, member, the consulting and claims teams and external service providers. The Call Centre Agent reports to the Call Centre Manager. Key responsibilities: Answer incoming calls promptly, ideally within three rings, and provide professional assistance. Welcome and assist all walk-in visitors in a courteous and professional manner. Verify caller or visitor details and complete the required security checks before discussing member information. Investigate and resolve enquiries relating to member benefit statements accurately and efficiently. Identify urgent matters and escalate them appropriately by completing the required escalation documentation. Listen actively to understand the caller's or visitor's needs, concerns and expectations. Ask relevant questions and confirm the enquiry to ensure a full and accurate understanding of the request. Provide clear, accurate and timely responses or solutions, with the aim of resolving enquiries to the caller's or visitor's satisfaction. Manage difficult or emotional conversations professionally, using tact and empathy to de-escalate concerns and resolve issues effectively. Maintain a high standard of customer service and professionalism in all telephonic and face-to-face interactions. Deliver professional, courteous and empathetic service to all callers and visitors, recognising the impact of tone, attitude and communication style on the customer experience. Represent the company positively and professionally in all interactions. Treat each enquiry or request individually and provide appropriate support to achieve client satisfaction. Manage difficult or sensitive interactions calmly and respectfully, using empathy and sound judgement. Work effectively as part of the Call Centre team and support colleagues to achieve shared service objectives. Multi-task effectively by managing calls, updating system records, taking notes and completing all required post-call administration. Maintain accurate and complete records of all customer interactions and actions taken. Respond to allocated emails within 24 - 48 hours with clear, accurate and appropriate responses. Work in an organised and efficient manner to ensure tasks are completed accurately and within required timelines. Adhere strictly to Fund rules, applicable legislation, administration procedures, internal policies and service level agreements. Maintain required quality standards and identify opportunities to improve processes and service delivery. Meet agreed productivity and quality targets. Attend all required internal and external training and development activities. Take ownership and accountability for allocated tasks and follow them through to completion. Build and maintain effective working relationships with internal departments to support efficient service delivery. Perform duties diligently, accurately and in the best interests of the company. Protect and promote the company's reputation, business interests and goodwill. Participate in organisational initiatives, events and employee forums as required, including Occupational Health & Safety and Employment Equity forums. Perform any other reasonable duties aligned with operational and business requirements. Essential Knowledge and skills: Communication Skills: Strong verbal and written communication abilities to interact effectively with customers. Active Listening: Ability to listen attentively to customer needs and concerns to provide appropriate solutions. Problem-Solving: Strong analytical skills to identify issues and find effective resolutions quickly. Multitasking: Ability to handle multiple inquiries simultaneously while maintaining a high level of service. Empathy: Capability to understand and relate to customer emotions, providing compassionate support. Time Management: Efficiently managing time to handle calls and tasks within set timeframes. Experience: Customer Service Experience: Previous experience in customer service or a contact centre environment is often preferred. Sales Experience: Experience in upselling or cross-selling products and services can be beneficial. Technical Proficiency: Familiarity with using computers and technology, including navigating various software applications quickly. Training: Completion of relevant training programs in customer service, communication, or problem-solving techniques. Qualification requirements: Matric Certificate: A minimum requirement is often a Grade 12 certificate (National Senior Certificate). Further Education: Additional qualifications in customer service, communications, or business administration can be advantageous

a month ago

Manager: Operations Collections

Capitec Bank

Western Cape, south-africa

full-time

Purpose Statement To manage the Centralised Collections Call Centre Managers and ensure that all Campaigns are efficiently and effectively delivered to maximise debt recoveries from Capitec Bank clients. To manage all new collections products', Policy changes and any champion/challenger collection activities To use innovation and technology to create a world class Collection department Experience Minimum: At least 3yrs experience in managing and leading a diverse team At least 3yrs experience in a Collections and/or Call Centre management/Debt review environment Report writing (Executive level) Report analysis Ideal: Extensive Collections Call Centre management in a constantly changing environment Extensive experience across Contact Centre technology platforms Experience with digital tools to enhance collection strategies and payment channels Experience within a Fintech environment Qualifications (Minimum) Bachelor's Degree in Business Management or Business Administration Qualifications (Ideal or Preferred) A relevant post-graduate qualification in Business Management or Business Administration Knowledge Minimum: Knowledge and understanding of: Commercial and business imperatives re financial service / credit / collections environment People management and development practices Call centre environments Call Centre Technology Alternate work methods Resource planning Ideal: Capitec Bank policies and procedures South African banking environment Banking legislation HR procedures Call centre environments in collection Contact centre technology Payment platforms Incentive scheme design and implementation Skills Planning, organising and coordination skills Strategic Thinking Skills Commercial Thinking Skills Interpersonal & Relationship management Skills Leadership Skills

2 months ago