Team Leader Collections Call Centre Day Shift - Mr Price Money Durban

This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.

Qualifications: Matric (Grade 12)

3–4 years in a debt collections experience within a call centre environment

1 – 2 years leadership experience within a call centre environment

Knowledge of relevant debt collection legislation (CPA, ICASA, NCA, POPIA)

Proficiency with call centre software and collections systems

• Understanding of Financial Services, Credit Risk, and Collections Operations & Strategy

• Responsibilities: Lead and Motivate: Manage and inspire a team of call centre agents to consistently achieve departmental targets.

Customer Experience: Ensure exceptional customer interactions by leveraging training, performance management, succession planning, and quality assurance monitoring. Report on key metrics to drive continuous improvement.

Team Support: Foster a positive team culture by resolving associate queries, handling disciplinary matters, and implementing culture-building initiatives.

Escalation Management: Efficiently resolve escalated queries from customers and stores to ensure prompt and effective solutions.

Operational Excellence: Drive collections effectiveness through strategic execution, agent coaching, ongoing training, and performance monitoring.

Compliance: Ensure strict adherence to debt collection regulations and internal policies.

Reporting: Deliver accurate and timely reports on team performance and collections metrics.