Call Centre Manager, Gauteng at Sheldon Recruitment

• We are seeking a Call Centre Manager for a permanent role, based in Roodepoort, Gauteng

Applicants are required to meet the following criteria: 

• Grade 12 with relevant qualification in Contact Centre Management, Credit Management, Debt Collection, Business Management, Finance, Legal Studies or a related field.
• At least 5 years' experience in a contact-centre environment.
• At least 3 years' management or senior supervisory experience.
• Demonstrable experience in debt collection or revenue recovery.
• Experience managing high-volume portfolios.
• Proven experience managing collection agents against measurable targets.
• Experience with institutional, government or corporate portfolios will be advantageous.
• Experience with SARS/revenue-related portfolios will be highly advantageous.
• Experience with school-fee or education debt will be advantageous.
• Experience with pre-legal and legal collections will be advantageous.

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

• The Call Centre Manager is responsible for the effective leadership, administration and performance of the organisation's debt collection call-centre operations.
• The 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.
• The 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.
• This is a senior operational role requiring a strong combination of debt collection expertise, commercial judgement, leadership capability, analytical ability and regulatory awareness.
• The 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.
• Success 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.

Strategic Collections Management

• Develop and implement collection strategies appropriate to each debt portfolio.
• Identify opportunities for increased recoveries and improved portfolio penetration.

Government and Public-Sector Portfolios

• The manager must be capable of managing high-volume institutional debt books and ensuring strict adherence to client mandates.
• Implementing client-specific collection strategies / Monitoring contractual deliverables and service levels / Maintaining accurate and auditable collection records.

SARS and Revenue-Related Portfolios

• The incumbent must demonstrate the ability to manage sensitive revenue-related debt portfolios with a high degree of professionalism, confidentiality and procedural discipline.
• Managing taxpayer/debtor engagement campaigns in accordance with the applicable mandate.
• Monitoring payment arrangements and follow-ups / Managing high-value and strategically important accounts / Ensuring appropriate escalation of disputes and unresolved matters.

School and Education Debt Books

• The manager will oversee collections relating to school fees and other education-related arrears.
• The collection strategy must balance effective recovery with professional communication.
• Parent/guardian engagement campaigns / Payment-plan negotiations / Follow-up of outstanding arrangements / Pre-registration and year-end recovery campaigns.
• Identification of accounts requiring escalation.

CALL CENTRE OPERATIONS

• The manager will have direct oversight of the daily collections environment
• The manager must ensure that available personnel, technology and working hours are utilised efficiently.

PERFORMANCE MANAGEMENT

• The Call Centre Manager will be accountable for achieving agreed collection and operational targets
• Performance must be monitored at agent, team, campaign and portfolio level.
• The manager must proactively identify performance deterioration and implement remedial action without waiting for month-end reporting.

PEOPLE MANAGEMENT

• The incumbent will be responsible for developing/maintaining a high-performing collections team.
• Set individual and team targets / Conduct performance briefings/ Reviewing individual productivity.
• Supporting recruitment and onboarding / Managing staff
• The manager must establish a culture in which performance, professionalism, accountability and ethical collections conduct are non-negotiable.

QUALITY ASSURANCE & COMPLIANCE

• The manager must ensure that all collection activity meets the organisation's required quality and compliance standards.

REPORTING & MANAGEMENT INFORMATION

• The manager must maintain a structured reporting framework providing management with accurate and actionable information.

TECHNOLOGY & DATA MANAGEMENT

• The manager must possess strong working knowledge of modern contact-centre and collections technology.
• Debt collection management systems / CRM platforms / Dialler technology/ Call-recording systems.
• The manager should use available data to determine which accounts require attention, which collection channel is most appropriate and where additional recovery opportunities exist.