Call Centre Manager

Job Mail • 11 hours ago
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Salary
$14k per year
Location
In office
Seniority
Senior · 5+ years exp
Employment
Full-Time

Confirmed on the employer's own hiring board on Oct 1, 2026. First seen by Alion on Sep 28, 2026. Job Mail scores D on the Alion truth index.

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Job Mail

Job Mail is a South African online job board offering a large selection of vacancies across the country and some positions abroad. Job seekers can search and apply for jobs online, upload a CV and receive job alerts, while employers and recruitment agencies can advertise positions to a broad national audience. The brand is one of the longer-established names in South African job advertising and is operated from South Africa.
jobmail.co.za • HQ: Pretoria, South Africa • Job Boards & Aggregators
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.
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