As part of Francom Group, ARL Collect has been a trusted leader in debt recovery since 2003, delivering specialized debt purchasing and collection services to businesses and government agencies. Our success is built on ethical practices, regulatory compliance, and a relentless commitment to delivering results for our clients.

We’re now seeking a driven Call Centre Manager to lead our collections team in Melbourne. If you’re an experienced leader who thrives on maximizing revenue, refining processes, and driving performance while staying customer-focused and compliant—this is your chance to make a real impact.

What We Offer:

Impactful Leadership: Lead a high-performing team in a fast-paced environment where your contributions will shape the future of ARL Collect.

Career Growth: Competitive salary with opportunities for personal and professional development.

Autonomy & Influence: Take charge of process improvements and operational efficiency.

Collaborative Culture: Join a team that thrives on innovation, accountability, and continuous improvement.

Company Growth: Be part of a business that values long-term growth, offering you the chance to build and expand alongside the company.

Key Responsibilities:

1. Leadership & Team Development

Lead, coach, and develop a high-performing collections team to meet and exceed targets.

Empower team leads through regular training, performance reviews, and mentoring.

Manage staff recruitment, induction, and retention strategies to build a capable and motivated team.

Foster a positive team culture focused on accountability, growth, and continuous improvement.

Address performance challenges constructively while maintaining team morale and cohesion.

2. Operational Excellence

Oversee day-to-day operations of the call centre, ensuring efficient workflows and minimal downtime.

Optimise collections queues, account closures, and file maintenance processes in line with company policies.

Leverage Debtrak and internal systems for accurate reporting, tracking, and compliance.

Ensure regulatory and client service standards are always met.

Drive adherence to processes that support both revenue generation and compliance outcomes.

3. Strategy & Performance

Work with leadership to develop and implement collection strategies that align with client expectations and business objectives.

Monitor KPIs across collections, team performance and service standards – taking action to address trends and gaps.

Support continuous improvement through system and process reviews, with a focus on long-term sustainability.

4. Communication & Problem-Solving

Provide clear direction and performance feedback to individuals and teams.

Identify and resolve operational or client-related issues proactively.

Collaborate with internal teams to share insights, resolve bottlenecks, and implement solutions efficiently.

5. Growth & Innovation

Plan staffing, budgets and resources to align with current and future business needs.

Evaluate operational performance and make data-driven recommendations for improvements.

Champion a culture of innovation, collaboration, and client-focused thinking.

What We Need from You:

Proven experience in call centre management, with a track record of meeting performance targets.

Strong client relationship, negotiation, and dispute resolution skills.

Familiarity with collections systems (Debtrak preferred) and Microsoft Office.

A strategic thinking who is always proactive and looking at what is next.

Deep understanding of collections industry practices, legislation, and legal processes.

Exceptional problem-solving, communication, and analytical skills.

A hands-on, results driven approach – you’re not just a manager; you’re a leader who ensures the team hits targets.

Preferred:

VCE or equivalent, with at least 5 years of experience in service management or a related field.

ARL Collect is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.