Collections & Contact Centre Manager

About the role

We are seeking a Collections & Contact Centre Manager to lead our early and middle debt collections operations. The role oversees more than 200 collection agents, driving performance, customer experience and continuous improvement in a fast‑paced fintech environment.

Key responsibilities

• Manage contact centre and collections operations end‑to‑end.
• Drive team performance through coaching, capability development and KPI monitoring.
• Oversee collections technology, telephony systems and automation initiatives.
• Implement AI‑driven improvements and conduct A/B testing.
• Ensure quality assurance and a high‑quality customer experience.
• Analyse data, produce reports and optimise performance metrics.
• Identify and execute process improvements for operational efficiency.

Required profile

• Commercially minded leader with proven experience in debt collections or contact‑centre environments.
• Strong analytical mindset and people‑leadership capabilities.
• Comfortable working in a data‑driven, non‑bureaucratic setting.
• Passionate about building high‑performing teams.

Required skills

• Webitel
• Grafana
• Business Intelligence tools
• Telephony systems
• Automation platforms
• Artificial Intelligence (AI) applications