Call Centre Manager: Banking Collections

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.