Collection Team Manager – Debt Review

About the role

The role is responsible for managing daily activities and driving performance of a team of collection agents within a call‑centre environment. The manager will ensure outstanding revenue from private‑label card accounts is maximised through effective planning, supervision and continuous process improvement.

Key responsibilities

• Lead and motivate a team of at least 12 collection agents to achieve departmental KPIs and minimise delinquency.
• Develop and implement programs, procedures and measurement standards to improve collection productivity.
• Handle escalated customer complaints, review delinquent accounts and ensure correct collection procedures are followed.
• Manage staffing forecasts, workforce management schedules and ad‑hoc requests.
• Conduct regular one‑on‑one coaching, performance reviews, QA audits and probation assessments.
• Oversee team administration including attendance, leave processing, overtime, and termination procedures.

Required profile

• Grade 12 qualification.
• Minimum 5 years’ experience in a call‑centre environment, with at least 3 years in a supervisory or managerial role.
• Proven experience in employee relations, performance management and absence management.
• Demonstrated ability to lead teams of 12 or more people and achieve collection targets.