Team Leader – Collections Call Centre

About the Role

We are seeking an experienced and motivated Team Leader to lead a high-performing Collections team. This role is responsible for driving operational excellence, achieving collections targets, coaching and developing team members, and ensuring compliance with company policies and industry regulations.

As part of the operational leadership team, you will play a key role in creating a high-performance culture focused on accountability, continuous improvement, and exceptional customer outcomes.

Key Responsibilities

Leadership & People Management

• Lead, motivate and develop a team of Collections Agents to achieve individual and team performance targets.
• Conduct regular performance reviews, coaching sessions and one-on-one development meetings.
• Monitor productivity, attendance and performance, implementing appropriate performance improvement plans where required.
• Foster a positive, engaged and accountable team culture.
• Manage disciplinary and incapacity processes in accordance with company policies.
• Oversee leave administration and return-to-work processes.

Performance & Quality Management

• Monitor collections performance against key performance indicators (KPIs).
• Conduct regular quality assurance assessments on calls and customer interactions.
• Provide constructive feedback and coaching to improve quality, productivity and customer service.
• Ensure adherence to company policies, regulatory requirements and industry best practices.
• Escalate quality, compliance and performance concerns where appropriate.

Operational Management

• Manage daily workforce scheduling and resource allocation to ensure optimal operational efficiency.
• Monitor agent availability, adherence, break times and productivity throughout the day.
• Allocate and manage outbound collections campaigns.
• Handle customer escalations and support agents with complex queries.
• Monitor operational systems and collections platforms, identifying and resolving issues or escalating technical support requests where necessary.
• Maintain a visible presence on the call centre floor, providing ongoing support, guidance and performance management.

Reporting & Continuous Improvement

• Analyse team performance data and prepare management reports.
• Identify trends, risks and opportunities to improve collections performance and operational efficiency.
• Recommend and implement process improvements to enhance productivity and customer experience.
• Monitor collections systems and payment platforms to proactively identify and resolve operational issues.

Training & Development

• Coach, mentor and develop team members to maximise performance and career growth.
• Work closely with management and HR to identify training needs and support learning initiatives.
• Facilitate regular team meetings, performance feedback sessions and recognition initiatives.

Key Performance Areas

Success in this role will be measured against:

• Achievement of collections and recovery targets
• Team productivity and operational efficiency
• Quality assurance results
• Compliance with company and regulatory requirements
• Employee engagement, development and retention

Requirements

• Minimum 3–5 years' experience in a collections or contact centre environment.
• Previous experience leading or supervising a collections team.
• Strong understanding of collections processes, call centre operations and performance management.
• Excellent coaching, mentoring and people management skills.
• Strong analytical and reporting abilities with experience interpreting performance metrics.
• Excellent communication, interpersonal and conflict resolution skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving, organisational and decision-making skills.
• Proficient in Microsoft Office, particularly Excel.
• High level of professionalism, integrity and accountability.

Personal Attributes

We're looking for someone who:

• Leads by example and inspires high performance.
• Is proactive, resilient and results-driven.
• Has a passion for developing people.
• Thrives in a target-driven environment.
• Demonstrates sound judgement and attention to detail.
• Is adaptable and embraces continuous improvement.
• Maintains a positive, professional attitude under pressure.

Pay: R15 000,00 - R20 000,00 per month

Work Location: In person