About the position
My client, a reputable law firm with a strong presence in the banking collections space, is seeking a highly driven and experienced Call Centre Manager.
This role is ideal for someone with deep operational insight into collections strategies and a background in banking recoveries.
This position is based in Pretoria East, and preference will be given to candidates who live in the area.
EE: Open
Minimum Requirements
- Matric/Grade 12 (compulsory)
- Minimum 4 years’ experience in a call centre or financial services environment as a manager.
- Exposure to banking platforms and recovery processes.
- Proficiency in Microsoft Office.
- Clear criminal and credit record.
- Strong command of English (additional languages advantageous).
- Willingness to work shifts, weekends, and public holidays as needed.
Preferred Technical Experience
- Excalibur 4 (including admin functions)
- Calibi Software and Rocketmailer
- FICO and ABSA recoveries systems
- Strong Excel skills (pivoting, sorting, formula use)
Key Responsibilities
- Manage daily call centre operations and agent productivity.
- Lead and optimise inbound and outbound recovery campaigns.
- Monitor collections performance and analyse book data to enhance efficiency.
- Develop and implement effective work processes and collection strategies.
- Conduct performance discussions and provide coaching to agents.
- Approve and monitor leave, shifts, and staff performance metrics.
- Provide feedback and reporting on campaign effectiveness (calls, SMS, emails).
- Attend client meetings and accurately interpret client KPIs into operational goals.
- Use software tools such as Excalibur 4, Calibi, Rocketmailer, FICO, Freshdesk, and Excel (pivot tables, formulas).
Skills & Competencies
- Excellent people and communication skills (high EQ and IQ).
- Strong attention to detail and analytical thinking.
- Capability to lead, motivate, and train teams.
- Flexible, adaptable, and capable of working under pressure.
- Skilled in collections strategy execution and campaign development.
Desired Skills:
- Call Centre Manager
- Excalibur
- collection strategies
- campaign
- performance
- Banking Collections
Employer & Job Benefits:
- Pension Fund
- Medical Insurance
- Bonuses
