Job Description
About the Role
We are seeking an experienced Call Centre Manager to lead our banking collections operations in Pretoria East. As a seasoned leader, you will be responsible for driving performance, managing teams, and delivering operational excellence. If you have a proven track record of achieving results and leading high-performing teams, we want to hear from you.
Key Responsibilities
- Oversee and manage call centre operations, including multiple teams and Team Leaders
- Drive performance against KPIs, including collections targets, service levels, and productivity
- Implement and monitor performance management frameworks, coaching, and staff development
- Analyse operational data and implement strategies to improve efficiency and outcomes
- Manage escalations, client expectations, and complex operational challenges
- Ensure compliance with regulatory requirements and industry standards
- Oversee dialler systems, campaign management, and workforce planning
- Lead continuous improvement initiatives and operational enhancements
Minimum Requirements
- 10+ years’ experience in a call centre environment
- 8+ years’ experience in a management role
- Proven track record of achieving and exceeding KPIs
- Strong leadership experience managing large teams and multi-layer structures
- Extensive experience in performance management and staff development
- Strong understanding of call centre technologies, diallers, and reporting systems
- Excellent communication, leadership, and stakeholder management skills
- Strong organisational, planning, and decision-making abilities
- Relevant qualification in Management or a related field (advantageous)
Experience & Exposure
- Financial services environments (banks, credit providers, lending institutions)
- Legal or collections environments, including recovery or debt collection operations
- High-volume inbound and outbound call centre operations
- Regulated industries with strong compliance and governance requirements
- Managing collections portfolios and driving recovery performance
- Dialler systems, campaign management, and workforce planning tools
- Leading large teams with multiple reporting layers
- Driving operational efficiencies and process improvements
Key Skills & Competencies
- Strong leadership and team management ability
- Performance management and KPI tracking
- Strategic thinking and operational oversight
- Excellent problem-solving and decision-making skills
- Conflict resolution and escalation handling
- Coaching, mentoring, and staff development
- Analytical thinking and data interpretation
- Strong organisational and time management skills
- Adaptability and change management capability
- Attention to detail with a strong quality assurance focus
Salary & Benefits
- Salary: R24,000 – R32,000 per month (depending on experience)
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Call Centre Jobs in Gauteng
Call centre positions are a common entry point for many careers in Gauteng, South Africa. Typically, these roles are found across various industries, with the financial services sector and technology industry being particularly prominent employers. Generally, call centres operate on a 24/7 basis to cater to customer inquiries, complaints, and transactions, making it an essential function in today’s service-oriented economy.
When it comes to salary expectations for call centre positions, it’s generally true that entry-level roles can range from R20 000 to R35 000 per annum, with more experienced professionals earning upwards of R50 000. However, salaries can vary significantly depending on factors such as the company size, industry sector, and individual performance. Typically, those with relevant experience or advanced technical skills can command higher salaries.
Common skills required for a call centre role include excellent communication and problem-solving abilities, as well as proficiency in computer applications, particularly software used for customer relationship management. Other essential skills often include time management, adaptability, and emotional intelligence. In addition to these core skills, many employers also look for candidates with experience in sales, customer service, or related fields.
Call centres can be found across various industries, including financial services sector, technology industry, manufacturing sector, and more. The retail and tourism sectors are also significant employers of call centre professionals. Generally, companies operating in the financial services sector require a higher level of technical expertise, while those in the retail sector place greater emphasis on communication and customer service skills.
For those interested in pursuing a career in call centres, there are several opportunities for development and advancement. Typically, many call centres offer training programs to equip employees with additional skills, such as sales or leadership competencies. Experienced professionals can also move into specialist roles, such as quality assurance or team management, or transition into related careers, like account management or business analysis.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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