Head of Call Centre

Hire Resolve Cape Town, Western Cape

Full-time Closes 30 Oct 2026 · 20 days left

Cape Town, Western Cape Full-time Closes 30 Oct 2026

What the job is

This is a job for a Head of Call Centre at a fast-growing South African fintech company in Cape Town, Western Cape. The company is launching a new operation and needs a hands-on leader to build and manage a high-performing call centre from the start. This is not a typical call centre manager role, as you will be involved in creating the team and processes from scratch.

What you will do

You will build and develop the call centre team by recruiting, onboarding, training, and managing staff. You will oversee sales, collections, and verification functions, ensuring operational efficiency and productivity. You will set and monitor key performance indicators, service level agreements, and performance standards. You will manage the sales process from lead to deal and handle internal collections, including pre-collection, grace period, DebiCheck, and soft collections. You will work closely with risk, verification, marketing, IT, finance, and head office teams to drive customer service standards and improve operations.

What you need

You need at least 3 years of experience managing a call centre or operational team, with at least 2 years specifically in a call centre. Experience in fintech, banking, microfinance, consumer lending, or insurance is required. You must have a strong understanding of call centre performance metrics and experience in sales, collections, or verification. Knowledge of affordability assessments, document verification, bank-statement verification, NCR, FICA, and DebiCheck is essential. You should also have experience with CRM and call centre telephony systems, as well as a hands-on, entrepreneurial approach.

What you will get

The company offers a highly competitive salary based on your experience. This is a permanent, full-time position with the opportunity to play a key leadership role in a growing fintech company.