BPO Manager / Team Leader – Contact Centre (Collections, Legal & Insurance Claims)

SUMMARY:
We are seeking an experienced BPO Team Leader / Manager to join a high-performance contact centre environment specialising in debt collections, legal processes, and insurance claims across international markets.

This role is ideal for a hands-on leader who thrives in a target-driven environment and has a strong track record in collections performance and team management.

This position is based in PTA East. 

POSITION INFO:

Minimum Requirements

• 1–2+ years’ experience in a BPO/contact centre environment
• At least 1 year in a Team Leader or Management role
• Proven debt collections experience (essential)
• Exposure to UK and/or US campaigns (preferred)
• Experience in legal collections or LPO (advantageous)
• Exposure to insurance claims (advantageous)

Key Responsibilities

• Lead and manage a team within a fast-paced contact centre environment
• Drive performance against key KPIs including recoveries, PTP conversion, and right-party contact
• Oversee daily operations, workforce planning, and campaign performance
• Manage the full collections lifecycle, including legal escalation
• Support insurance claims processes where applicable
• Coach and develop team members to improve performance and engagement
• Ensure compliance with local and international regulations
• Provide reporting, insights, and performance analysis

Skills & Competencies

• Strong leadership and people management skills
• Target-driven with a strong performance mindset
• Excellent communication and stakeholder engagement
• Analytical and problem-solving ability
• Ability to work in a high-pressure environment

Important

• This is a full-time, office-based role in Pretoria
• Candidates must be willing to work UK/US shifts

NB! This job is now closed. You can apply for other jobs by uploading your CV.