Call Centre / Branch Manager

Cape Town Northern Suburbs
Salary: Market Related
Job Type: Permanent
Sectors: Admin Finance Management
Benefits: Medical aid and provident fund contribution by the company
Reference: SW006015/CL

Apply before Jan 09 2026 | 30 Days left

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External Application

Vacancy Details

Employer: Helderberg Personnel cc

CALL CENTRE / BRANCH MANAGERCape Town: My client, a well-established organisation specialising in debt-recovery solutions, is seeking to employ an experienced Call Centre Operations Manager to lead their Cape Town-based operations team.

Purpose of the Role: The purpose of this position is to oversee and optimise the day-to-day operations of a busy call centre environment, managing approximately 40 call centre agents and team leaders. The role requires a highly organised and experienced leader with strong business acumen, excellent communication skills in both English and Afrikaans, and the ability to ensure operational efficiency while maintaining service excellence.

Key Responsibilities Include but Are Not Limited To

Leading and managing a team of ±40 call centre agents and team leaders
Monitoring daily workflows and ensuring all operational targets are met
Implementing strategies to improve productivity, quality, and debtor engagement outcomes
Conducting performance reviews, coaching, mentoring and ongoing staff development
Ensuring adherence to company policies, procedures and code of conduct
Analysing operational data, call statistics and financial performance indicators to support strategic decisions
Working closely with senior management to align operational goals with business objectives
Overseeing office management responsibilities to ensure a smooth and professional working environment
Identifying process improvements and implementing best-practice methodologies
Assisting with recruitment, training and onboarding of new staff
Ensuring compliance within the debt recovery framework and client service standards
Managing escalations and resolving complex queries professionally and efficiently

Criteria

Proven experience in a similar Call Centre Manager / Supervisor / Operations Manager role
Strong managerial and leadership capabilities with experience managing large teams
Solid financial and business acumen with the ability to interpret operational and performance data
Fully bilingual in English and Afrikaans, with excellent verbal and written communication skills
Strong problem-solving abilities and the capacity to make informed decisions under pressure
Professional, well-presented and confident when interacting with internal teams and senior management
High level of integrity, accountability and organisational skills
Experience within the debt recovery, financial services or related industry will be advantageous
Proficient in MS Office and call centre / CRM systems

Remuneration and Hours of Work

Market-related remuneration with commission structure
On appointment membership to medical aid is compulsory (company contribution)
Provident Fund contribution
Normal business hours, Monday to Friday, with flexibility required depending on operational needs

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About Helderberg Personnel cc

Based in Somerset West, Helderberg Personnel was established in 1998. The company initially started doing placements in the Helderberg Basin and over the years expanded nationally. Our background has proved to be invaluable in providing a high standard of recruitment, screening, evaluation and placement of candidates.

Our Value proposition:
The true value proposition of the Helderberg Personnel brand is our commitment to attending to our clients’ needs, culture and values and to ensure that, through comprehensive interviews with candidates, the overall match is determined to ensure a long term relationship. The identity of the client remains confidential at all times. We understand that our function is to ensure that the candidate must become a strategic partner to a business instead of a mere employee. Helderberg Personnel has achieved a steady growth over the last years and we have evolved into one of the leading agencies in the region. We have made placements cross functional, cross industry and up to senior management level.