Call Centre Manager, Gauteng
- Location
- Roodepoort, Gauteng
- Contract
- Permanent
- Minimum qualification
- Matric / Grade 12
- Closing date
First listed . Last checked at source .
In brief
**Overview** This is a permanent Call Centre Manager position based in Roodepoort, Gauteng, being recruited by Sheldon Recruitment. **What you will do** * Manage financial and recovery metrics, including gross/net collections vs. target, recovery percentage, and collection per agent/productive hour. * Oversee operational efficiency through right-party contact (RPC) rates, dialler productivity, payment-to-promise (PTP) conversion/fulfilment, and broken-arrangement recovery. * Ensure quality and service level agreement (SLA) adherence, including call-quality assurance (QA) scores, SLA compliance, client complaint resolution, and data/legal referral accuracy. * Execute client-specific strategies, maintain auditable records, meet contractual SLAs, and resolve operational bottlenecks for Government & Public Sector portfolios. * Lead high-value/sensitive debtor engagement for SARS & Revenue-Related portfolios, ensuring maximum confidentiality, procedural discipline, and accurate reporting. * Oversee parent/guardian payment plans, pre-registration/year-end recovery campaigns, and legal referrals for School & Education portfolios with professional, empathetic communication. * Manage daily contact centre operations, including agent account allocation, outbound dialler management, inbound queries, PTP tracking, broken-arrangement follow-ups, tracing, and pre-legal handovers. * Provide team leadership by conducting daily performance briefings, structured reviews, agent coaching, performance improvement plans (PIPs), and disciplinary management. * Conduct quality assurance to monitor calls for proper debtor verification, accurate negotiation, respectful treatment of distressed debtors, and regulatory adherence. * Deliver management information (MI) reports, including daily operational statistics, weekly trend analyses, and monthly executive forecasts and strategic recommendations. **Requirements (from the original advert)** * 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 technology, and handling institutional, government, SARS, or education books. **Who should apply** This role is suitable for an experienced Call Centre Manager who meets the educational requirement of Grade 12 plus a relevant qualification in Credit Management, Contact Centre Management, Business, Finance, or Legal Studies. The ideal candidate will have over 5 years of experience in contact centres, with at least 3 years in a senior management or supervisory capacity. A proven track record in high-volume debt collection, target achievement, proficiency with dialler/CRM technology, and experience handling institutional, government, SARS, or education debtor portfolios is essential. The applicant should be capable of managing financial, operational, and quality metrics, leading teams, ensuring compliance, and delivering comprehensive reporting. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/call-centre-manager-gauteng-sheldon-recruitment Source: myjobmag
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Job description
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