Early Stage Collections Team Manager

About the role

The Early Stage Collections Team Manager is responsible for overseeing daily operations and driving performance of a team of collection agents. The role focuses on maximising recovery of outstanding revenue from private label card accounts while ensuring compliance with collection procedures.

Key responsibilities

• Develop and implement programs to improve collector productivity and operational effectiveness.
• Monitor and manage daily collection activities, including queue management, delinquency control and write‑off minimisation.
• Lead staffing forecasts, workforce management schedules and adherence to collection standards.
• Coach, mentor and train the team, conduct weekly QA audits and address escalated customer queries.
• Administer team processes such as onboarding, probation reviews, absenteeism management and payroll coordination.
• Set individual targets, track performance metrics, produce reports and conduct monthly performance reviews.

Required profile

• Grade 12 qualification.
• Minimum 5 years of call‑centre experience, including at least 3 years in a supervisory or managerial role.
• Proven experience in employee relations, performance improvement and absence management.
• Experience leading teams of 12 or more members.
• Strong knowledge of retail credit account management and call‑centre processes.

Required skills

• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.