Key Requirements

• Degree or relevant tertiary qualification in Business, Finance, Management, or a related field.
• At least 1 year of experience leading a collections or call centre team, preferably within lending, fintech or telecommunications.
• Strong understanding of collection KPIs, including cure rates, contact rates, PTP conversion and recovery costs.
• Proven ability to set targets, analyse performance data and drive teams toward measurable results.
• Strong analytical skills with the ability to identify performance gaps and implement practical solutions.
• Excellent communication, negotiation and customer management skills, with a high level of integrity and confidentiality.
• Comfortable working with call centre platforms, dialers, CRM/ERP systems, spreadsheets and digital collection tools.
• Fluent English, with knowledge of additional local languages being beneficial.

Key Responsibilities

• Lead daily soft and middle collections operations while ensuring recovery targets are consistently achieved.
• Manage agents and team leaders by setting clear targets, monitoring performance and maintaining accountability.
• Track and analyse key collection KPIs, including contact rates, PTP conversion, kept rates, abandonment and cost per collection.
• Monitor call quality, conduct quality assurance reviews and improve customer service and collection standards.
• Optimise the use of call centre platforms, dialers, IVR/USSD systems, ERP/CRM tools and automated collection technology.
• Develop collection strategies by DPD bucket and identify opportunities to improve recovery processes and performance.
• Recruit, train, coach and assess agents while identifying skills gaps and implementing appropriate training.
• Prepare accurate performance reports and present collection results, challenges and improvement plans to management.

Key Skills

• Debt collection and recovery management.
• Call centre operations and team leadership.
• KPI management and performance tracking.
• Strong analytical and reporting skills.
• Negotiation and communication skills.
• Quality assurance and call monitoring.
• Coaching, training and staff development.
• CRM, ERP and call centre technology proficiency.
• Problem-solving and process improvement.
• Strong target-driven and commercial approach.

Qualifications

• Degree or Diploma in Business Management, Finance, Commerce or a related field.
• Relevant qualification in Call Centre Management, Debt Collection or Customer Service would be beneficial.
• Additional training in leadership, collections or contact centre management would be advantageous.
• Relevant experience in debt collection or call centre management may be considered alongside a suitable qualification.

How to Apply

Apply using the following link: https://www.recruitmentmattersafrica.com/careers/?job_id=z5G7h3l6a1kMvyS65NP3czoQeS2CZyoZJPlZUjPnAiQ=