Call Centre Team Leader – Debt Collections

Job Description / Key Responsibilities

• Assist with the recruitment, selection, and onboarding of new Collections Agents.
• Provide training, coaching, and ongoing mentorship to support agent development and improve performance.
• Monitor, evaluate, and manage agent performance against established Key Performance Indicators (KPIs).
• Handle and resolve escalated collection queries and complex matters in a professional and efficient manner.
• Deliver regular performance feedback, coaching, and development plans to drive continuous improvement.
• Lead, motivate, and inspire the team to achieve individual and departmental targets while fostering a positive and productive work environment.
• Work closely with the Collections Manager to ensure effective communication, accurate reporting, and alignment with business objectives.
• Demonstrate strong leadership, accountability, and a proactive approach to team management and operational excellence.

Qualifications & Experience

• Minimum of 5 years' experience in debt collection or collections.
• Proven experience in a Team Leader or Supervisory role within a collections environment.
• Strong understanding of debt collection legislation, compliance requirements, and industry best practices.
• Excellent leadership, coaching, and people management skills.
• Strong communication, negotiation, and interpersonal abilities.
• Well-developed analytical, problem-solving, and decision-making skills.
• Ability to work effectively under pressure, manage competing priorities, and consistently meet deadlines.
• High level of accuracy, attention to detail, and commitment to quality.

Job Type: Full-time

Pay: R12 000,00 - R14 000,00 per month

Work Location: In person