Collections Team Manager

Prime Loans Technology

Cape Town, Western Cape

Salary not listedFull-time · Posted Today

Call centre and BPO work is a major employer of young South Africans, with inbound, outbound and international campaigns hiring matriculants for full training.

This listing does not state a salary. As a guide, call centre roles in South Africa typically pay R6 000 to R14 000 a month (indicative).

Job description

Role Overview:
We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Duties & Responsibilities

Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
Conduct regular performance discussions and implement development plans.
Ensure adherence to quality control guidelines, compliance, and call scripts.
Resolve escalated queries and customer issues effectively.
Collaborate with leadership on process improvements and recovery strategies.
Deliver consistent coaching, feedback, and training to drive agent performance.
Support system and policy enhancements for improved collections efficiency.

Desired Experience & Qualification

3–5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.
Proven success in debt collections, preferably in microlending / payday loans (≤6 months).
Strong leadership and team development capabilities.
Excellent communication, coaching, and problem-solving skills.

In-depth understanding of:

Debt recovery processes
POPIA (Protection of Personal Information Act)
DebiCheck processes and protocols
Performance management practices
Basic labour law principles
Knowledge of regulatory compliance relevant to collections and credit.
Proficiency in Excel, call centre systems, and reporting tools.
Target-driven and able to work well under pressure.

Package & Remuneration

Working Hours

Monday to Friday: 8:00 AM – 5:00 PM or 10:00 AM – 7:00 PM
Saturday: 8:00 AM – 1:00 PM (rotational shifts)

What We Offer

Competitive basic salary
Performance-based incentive structure capped at R10,000
Opportunities for growth and advancement
Supportive and high-performance team culture
Ongoing training and development
100% paid Medical Insurance
100% paid Provident Fund

Job Type: Full-time

Application Question(s):

How many years of experience do you have in a high-volume call centre environment?
How many agents have you directly supervised in your previous management role?

Work Location: In person

Pay: R16 000,00 - R21 000,00 per month

Work Location: In person

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Good to know

What does this call centre job pay?

This listing does not state a salary. As a guide, call centre roles in South Africa typically pay R6 000 to R14 000 a month (indicative).

Do I need experience for call centre jobs in Cape Town?

Many call centre roles in Cape Town are open to candidates with little or no experience. Read the listing for its exact requirements.

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Found on Indeed · Posted Today