Job Description

About the Role

We are pleased to announce an exciting opportunity for a

Call Centre Manager

within our

Collections Division

, based in Pretoria.
This role offers the chance to lead, inspire, and develop a high-performing team of Team Managers and Agents. You will be responsible for cultivating their growth, enhancing productivity, and driving outstanding recovery performance.

As the Call Centre Manager, you will design and implement effective strategies, strengthen team capacity, and ensure seamless execution of business objectives. You'll play a pivotal role in the success of the business unit--guiding managers and skilled agents toward exceptional financial and operational results.

Key Responsibilities

Reporting to the Operations Executive, the Call Centre Manager will be responsible for (including but not limited to):

1. Portfolio Management

You will drive portfolio performance by:

Leading the execution of strategic initiatives to maximise recoveries. Ensuring consistent achievement of productivity, quality, and collection targets. Enhancing call centre efficiency through hands-on leadership, best practices, and continuous improvement. Designing and implementing operational strategies and conducting daily portfolio analysis to optimise outcomes. Overseeing administrative and reporting processes to ensure smooth, effective operations. Compiling and presenting relevant reporting and insights to support decision-making and performance maximisation.

2. Personnel Management

You will lead and empower teams by:

Effectively managing Team Managers to ensure strong performance management, coaching, and growth. Ensuring staff are well-trained, supported, and motivated with a focus on high performance. Driving performance, addressing underperformance, and applying disciplinary processes when required. Managing attendance, compliance, and engagement to maintain a productive workforce. Growing and developing teams to meet operational demands. Coaching and mentoring staff in alignment with the

Ver-Tex Solutions Values

.

3. Service Excellence

You will promote a culture of excellence by:

Building strong, strategic relationships with executives, senior management, and support teams. Ensuring the consistent delivery of exceptional service and high levels of stakeholder satisfaction. Driving continuous improvement to enhance service delivery and efficiency.

4. Living the Ver-Tex Solutions Values

As a leader, you will:

Create a Positive Impact

- Lead with enthusiasm, drive positive outcomes, and foster a productive work environment.

Get It Done

- Demonstrate accountability and urgency, ensuring objectives are met on time and to a high standard.

Find Better Ways

- Continuously innovate, improving processes and performance to deliver superior results.

Do the Right Thing

- Lead with integrity, ensuring all decisions and actions uphold the company's values and ethical standards.

Requirements

Minimum of

5 years' management experience

in operations, preferably within collections or credit management. Tertiary qualification in

Credit Management, Business Administration, or a related field

(NQF Level 6+ preferred). Proven experience in leading teams and developing talent. Strong expertise in portfolio management, relationship-building, and people leadership. Demonstrated ability to drive operational success while enhancing productivity and quality. Strong problem-solving and strategic-thinking capabilities with a focus on continuous improvement. High-level computer literacy. Experience in management reporting and presentations is advantageous. Excellent communication and interpersonal skills, with the ability to inspire and motivate diverse teams. A results-driven mindset with the ability to perform under pressure and consistently meet targets.
Job Type: Full-time

Pay: R40000,00 - R50000,00 per month

Work Location: In person