Collections Manager / Call Centre Manager - Cape Town

SUMMARY:
Are you a Collections manager with a solid track record in Cape town?

POSITION INFO:
My client, a leading Retailer based in Cape town requires a competent and experienced Collections Call Centre Manager to join their team. Role Purpose Lead and manage the Collections Call Centre to deliver agreed collections and customer rehabilitation targets through effective people leadership, portfolio management, campaign optimisation and operational control, while ensuring compliance with company policies, quality standards and applicable regulatory requirements. Key Responsibilities Leadership & People Management · Lead and develop call centre team leaders and supervisors through mentoring and coaching. Guide their management of team performance, daily operations, coaching sessions and skills development. · Take responsibility for communicating all business and management messages to team leaders and agents. · Manage and guide team leaders in addressing attendance, productivity, disciplinary matters, interviews and employee engagement. · Build a professional, accountable and performance-driven culture. Operational Management · Oversee the day-to-day operations of the call centre to ensure targets are achieved. · Monitor workflow, staffing levels, and resource allocation. · Ensure that team leaders and agents adhere to company policies, procedures and quality standards. · Monitor planned dialler campaigns and guide team leaders in their execution. Performance Management & Reporting · Monitor and analyse key collections and operations performance indicators (KPIs). · Prepare and present weekly and monthly management reports. · Identify trends, operational risks, and areas for continuous improvement. · Assess campaign completion and success using feedback from team leaders and agents. Identify opportunities to change and enhance campaigns. Systems & Process Management · Ensure the effective utilisation of call centre technology and operational systems. · Maintain accurate records and reporting data. · Work with IT and relevant stakeholders to define operational requirements and support system enhancements. Continuous Improvement · Work with team leaders to identify process inefficiencies and implement corrective measures. · Work with team leaders to apply innovative approaches and best practices that improve operations. · Support and drive the implementation of new initiatives, technologies, and business processes. Requirements & Qualifications · Education: Grade 12 \/ Matric Essential · A Diploma\/Degree in Business Management, or Credit Management highly advantageous. Experience: 5 to 8 years in a debt collections environment, 5 to 6 years in a dedicated operational leadership or call centre management role. · Technical Skills: Proficiency in MS Office (advanced Excel preferred), collections software\/dialler systems · Regulatory Knowledge : Strong working understanding of credit life cycles, debt collection acts, and privacy\/data protection legislation. General SA Citizens only Must be Criminal and Credit Clear Must be fluent in English, An African language is highly beneficial Must reside in the Greater Cape town area Must be prepared to work in offfice from 7h00 to 16h30 on Weekdays and 7h00 to 12h00 on select Saturdays per month