Call Centre Manager

Call Centre Manager – Recovery Department

Location: Grand City Head Office
Job Type: Full-Time | On-Site

Job Summary

Grand City is looking for an experienced Call Centre Manager with a strong background in Recovery Call Centre operations. The ideal candidate will be responsible for supervising the call centre team, improving recovery performance, optimizing call processes, and ensuring smooth daily operations.

Key Responsibilities

• Lead and manage the recovery call centre team to achieve daily and monthly recovery targets.
• Monitor agents’ calls, ensure script adherence, and guide them on effective communication.
• Develop and implement recovery strategies to improve follow-up and collection performance.
• Maintain call logs, performance reports, and KPI dashboards for management review.
• Train and motivate agents to improve voice quality, negotiation skills, and productivity.
• Ensure timely follow-ups on overdue clients and maintain accurate recovery records.
• Coordinate with the Recovery, Accounts, and CRM teams for accurate data and smooth processes.
• Handle escalated cases and ensure customer issues are resolved professionally.
• Ensure compliance with company policies and call centre standards.
• Optimize call processes, workloads, and staffing schedules for operational efficiency.

Requirements

• 3–5 years of experience in a Recovery Call Centre, with at least 1–2 years in a supervisory or managerial role.
• Strong leadership skills and experience in managing a team of call agents.
• Excellent communication, negotiation, and problem-solving abilities.
• Knowledge of recovery processes, follow-up techniques, and customer handling.
• Proficiency in CRM systems, call centre dashboards, and reporting tools.
• Ability to work under pressure and meet recovery deadlines.
• Strong analytical and monitoring skills.

What We Offer

• Competitive salary package
• Performance-based incentives
• Professional and supportive work environment

Job Type: Full-time

Work Location: In person