Call Centre Manager, Gauteng at Sheldon Recruitment

• We are seeking a Call Centre Manage for a permanent vacancy based in Roodepoort, Gauteng

Applicants are required to meet the following criteria:

• Grade 12 + relevant qualification in Credit Management, Contact Centre Management, Business, Finance, or Legal Studies.
• 5+ years in contact centres with at least 3 years in a senior management/supervisory role.
• Proven track record in high-volume debt collection, target achievement, dialler/CRM tech, and handling institutional, government, SARS, or education books

The successful applicant would be responsible for, but not limited to:

• Financial & Recovery: Gross/net collections vs. target, recovery percentage, and collection per agent/productive hour.
• Operational Efficiency: Right-party contact (RPC) rate, dialler productivity, PTP conversion/fulfilment, and broken-arrangement recovery.
• Quality & SLA: Call-quality QA scores, SLA compliance, client complaint resolution, and data/legal referral accuracy.

CORE RESPONSIBILITIES BY PORTFOLIO

• Government & Public Sector: Execute client-specific strategies, maintain auditable records, meet contractual SLAs, and resolve operational bottlenecks.
• SARS & Revenue-Related: Lead high-value/sensitive debtor engagement with maximum confidentiality, procedural discipline, and accurate reporting.
• School & Education: Oversee parent/guardian payment plans, pre-registration/year-end recovery campaigns, and legal referrals with professional, empathetic communication.
• Daily Contact Centre Operations: Oversee agent account allocation, outbound dialler management, inbound queries, PTP tracking, broken-arrangement follow-ups, tracing, and pre-legal handovers.

PEOPLE & COMPLIANCE MANAGEMENT

• Team Leadership: Conduct daily performance briefings, structured reviews, agent coaching, PIPs, and disciplinary management.
• Quality Assurance: Monitor calls for proper debtor verification, accurate negotiation, respectful treatment of distressed debtors, and regulatory adherence.
• Reporting (MI): Deliver daily operational stats, weekly trend analyses, and monthly executive forecasts and strategic recommendations.