{"id":3979665,"url":"https://alion.io/job/sheldon-recruitment-call-centre-manager-gauteng","title":"Call Centre Manager, Gauteng","company":{"id":4497751,"name":"Sheldon Recruitment","domain":"sheldon.co.za","url":"https://alion.io/company/sheldon-recruitment","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johannesburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":15000,"max":20000,"currency":"ZAR","period":"month","gross":true,"usd_annual":14628},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-06T11:31:44Z","employer_posted_date":null,"last_verified_at":"2026-11-06T11:31:44Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Reference: EL003379-Yulin-2\n\nWe are seeking a Call Centre Manager for a permanent role, based in Roodepoort, Gauteng\nDuties & Responsibilities\n\nApplicants are required to meet the following criteria:\n\nGrade 12 with relevant qualification in Contact Centre Management, Credit Management, Debt Collection, Business Management, Finance, Legal Studies or a related field.\n\nAt least 5 years' experience in a contact-centre environment.\n\nAt least 3 years' management or senior supervisory experience.\n\nDemonstrable experience in debt collection or revenue recovery.\n\nExperience managing high-volume portfolios.\n\nProven experience managing collection agents against measurable targets.\n\nExperience with institutional, government or corporate portfolios will be advantageous.\n\nExperience with SARS/revenue-related portfolios will be highly advantageous.\n\nExperience with school-fee or education debt will be advantageous.\n\nExperience with pre-legal and legal collections will be advantageous.\n\nThe successful applicant would be responsible for, but not limited to:\n\nThe Call Centre Manager is responsible for the effective leadership, administration and performance of the organisation's debt collection call-centre operations.\n\nThe position carries overall responsibility for ensuring that allocated government, corporate, SARS and education debt portfolios are managed efficiently, professionally and in accordance with applicable legislation, client instructions, contractual service-level requirements and internal policies.\n\nThe successful candidate will be expected to drive sustainable revenue recovery through effective people management, portfolio segmentation, debtor engagement, performance monitoring, technology utilisation, quality assurance and continuous operational improvement.\n\nThis is a senior operational role requiring a strong combination of debt collection expertise, commercial judgement, leadership capability, analytical ability and regulatory awareness.\n\nThe Call Centre Manager will be expected to maintain a high-performance collections environment in which every portfolio is actively managed, every material variance is investigated, and every reasonable recovery opportunity is pursued.\n\nSuccess will be measured not merely by call volumes, but by the manager's ability to convert operational activity into measurable recoveries, improved debtor engagement, stronger portfolio performance, satisfied institutional clients and sustainable revenue outcomes.\n\nStrategic Collections Management\n\nDevelop and implement collection strategies appropriate to each debt portfolio.\n\nIdentify opportunities for increased recoveries and improved portfolio penetration.\n\nGovernment and Public-Sector Portfolios\n\nThe manager must be capable of managing high-volume institutional debt books and ensuring strict adherence to client mandates.\n\nImplementing client-specific collection strategies / Monitoring contractual deliverables and service levels / Maintaining accurate and auditable collection records.\n\nSARS and Revenue-Related Portfolios\n\nThe incumbent must demonstrate the ability to manage sensitive revenue-related debt portfolios with a high degree of professionalism, confidentiality and procedural discipline.\n\nManaging taxpayer/debtor engagement campaigns in accordance with the applicable mandate.\n\nMonitoring payment arrangements and follow-ups / Managing high-value and strategically important accounts / Ensuring appropriate escalation of disputes and unresolved matters.\n\nSchool and Education Debt Books\n\nThe manager will oversee collections relating to school fees and other education-related arrears.\n\nThe collection strategy must balance effective recovery with professional communication.\n\nParent/guardian engagement campaigns / Payment-plan negotiations / Follow-up of outstanding arrangements / Pre-registration and year-end recovery campaigns.\n\nIdentification of accounts requiring escalation.\n\nCALL CENTRE OPERATIONS\n\nThe manager will have direct oversight of the daily collections environment\n\nThe manager must ensure that available personnel, technology and working hours are utilised efficiently.\n\nPERFORMANCE MANAGEMENT\n\nThe Call Centre Manager will be accountable for achieving agreed collection and operational targets\n\nPerformance must be monitored at agent, team, campaign and portfolio level.\n\nThe manager must proactively identify performance deterioration and implement remedial action without waiting for month-end reporting.\n\nPEOPLE MANAGEMENT\n\nThe incumbent will be responsible for developing/maintaining a high-performing collections team.\n\nSet individual and team targets / Conduct performance briefings/ Reviewing individual productivity.\n\nSupporting recruitment and onboarding / Managing staff\n\nThe manager must establish a culture in which performance, professionalism, accountability and ethical collections conduct are non-negotiable.\n\nQUALITY ASSURANCE & COMPLIANCE\n\nThe manager must ensure that all collection activity meets the organisation's required quality and compliance standards.\n\nREPORTING & MANAGEMENT INFORMATION\n\nThe manager must maintain a structured reporting framework providing management with accurate and actionable information.\n\nTECHNOLOGY & DATA MANAGEMENT\n\nThe manager must possess strong working knowledge of modern contact-centre and collections technology.\n\nDebt collection management systems / CRM platforms / Dialler technology/ Call-recording systems.\n\nThe manager should use available data to determine which accounts require attention, which collection channel is most appropriate and where additional recovery opportunities exist.\n\nSalary: Market related\n\nTo apply email detailed CV and supporting documentation through to \n\nIf you have not received a response within 7 working days, please consider your application unsuccessful.\nPackage & Remuneration\nR15 000 - R20 000 - Monthly plus dependent on experience","description_format":"text","description_chars":5917,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-09T19:04:35Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":5,"expected_fill_days":26,"reasons":["seen:5","agency","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":{"stated_usd_annual":14628,"is_top_pay":false},"html_url":"https://alion.io/job/sheldon-recruitment-call-centre-manager-gauteng","json_url":"https://alion.io/job/sheldon-recruitment-call-centre-manager-gauteng.json","meta":{"generated_at":"2026-11-13T05:42:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per 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