Debt Collection Call Centre / Branch Manager

Purpose of the Role
The purpose of this position is to lead, control and optimise the day-to-day operations of a high-volume debt collection call centre, managing approximately 40 call centre agents and team leaders.

The successful candidate will be a seasoned debt-collection professional with strong operational, people-management and commercial capability, exceptional communication skills in both English and Afrikaans, and a proven ability to drive performance, compliance and results in a demanding collections environment.

Key Responsibilities Include but Are Not Limited To

• Leading, managing and supervising a team of approximately 40 call centre agents and team leaders
• Providing firm, consistent and professional oversight of staff performance, conduct and productivity
• Managing daily call centre workflows and ensuring all collection, quality and compliance targets are met
• Implementing and enforcing strategies to improve recovery rates, productivity and debtor engagement
• Conducting performance reviews, coaching, mentoring and ongoing staff development
• Ensuring strict adherence to company policies, procedures, code of conduct and regulatory requirements
• Analysing operational data, call statistics and financial performance indicators to support informed decision-making
• Working closely with senior management to align operational execution with business objectives
• Overseeing branch and office management to ensure a professional, disciplined and efficient working environment
• Identifying operational inefficiencies and implementing best-practice debt-collection methodologies
• Assisting with recruitment, training and onboarding of new collection staff
• Managing escalations and resolving complex or sensitive debtor matters professionally and decisively
• Ensuring full compliance within the debt-recovery framework, client mandates and service-level standards

Criteria

• Proven management experience within a Debt Collection or Financial Call Centre environment is mandatory
  Candidates without direct debt-recovery experience will not be considered
• Prior experience in legal debt collection or working alongside attorneys / law firms handling collections will be a strong advantage
• Demonstrated experience managing and supervising large teams in a structured, target-driven environment
• Fully bilingual in English and Afrikaans at a high professional level verbal and written (non-negotiable)
• Strong leadership presence with the ability to manage, motivate and enforce standards consistently
• Solid financial, operational and business acumen with the ability to interpret performance data
• Confident, professional and authoritative communicator at all organisational levels
• High levels of integrity, a
  
  https://www.jobplacements.com/Jobs/D/Debt-Collection-Call-Centre-Branch-Manager-1251582-Job-Search-02-07-2026-00-00-00-AM.asp?sid=gumtree