Contact Center Supervisor

About the role

As a Contact Center Supervisor at Nimble Credit Solutions, you will lead a team of Collections Agents, managing collections, productivity and administrative performance. Reporting to the Operations Manager, you will ensure targets are met while maintaining high‑quality standards and supporting team growth.

Key responsibilities

• Lead and drive performance across collections, productivity and quality targets.
• Manage daily team activities, keeping agents motivated, supported and equipped to succeed.
• Act as the escalation point for complex queries and customer complaints.
• Ensure compliance with business policies, industry regulations and legislative requirements.
• Conduct regular performance reviews, coaching sessions and staff development initiatives.
• Monitor and analyse team performance metrics to drive continuous improvement.
• Submit accurate and timely reporting to management and handle all administrative functions for the team.
• Perform ad‑hoc duties as required.

Required profile

• Minimum of 2 years’ experience in a team‑management role (collections experience highly advantageous).
• Proficient in MS Office at an intermediate level – MS Word, MS Excel and MS Outlook.
• Clear credit and criminal record.

Required skills

• Strong financial acumen and understanding of collections metrics.
• Performance‑driven and target‑oriented.
• Skilled in conflict management and problem‑solving.
• Proactive team player with strong leadership presence.
• Excellent administrative and time‑management discipline.
• Strong communication and interpersonal skills.
• Committed to customer‑centric behaviour (TCF principles).
• High attention to detail and organisational excellence.

What we offer

• Competitive basic salary with commission earning potential based on team performance.
• Comprehensive benefits fully funded by Nimble: funeral, life, disability and medical cover (effective after probation).
• Growth opportunities with clear pathways for professional development.
• A culture that lives its values – Positive Impact, Get it Done, Find Better Ways, Do the Right Thing.