Collections Team Leader – Voice

About the role

WNS, part of Capgemini, is hiring a Collections Team Leader for its UKH Collections Voice team in Cape Town. The role leads a team of Customer Service Associates handling debt collection calls, driving operational excellence against set targets and KPIs.

Key responsibilities

• Lead a team of Customer Service Associates to perform effectively against set targets and KPIs
• Ensure all customer contacts and queries are handled proactively and on time according to agreed SLA KPIs
• Review and manage each team member's performance, identify barriers to service delivery and ensure adherence to SOPs and company policies
• Keep the team informed of changes, build rapport, hold regular team meetings and individual status sessions, and support the team through periods of change
• Drive team-building initiatives, act as a role model and live the company's values
• Work with Operations Support, Training and HR on new starters, give feedback and coaching, and ensure each member has a Personal Development Plan
• Attend all required meetings and training to stay up to date on client and company information

Required profile

• Matric certificate
• 2 years of team leader experience, including debt collections experience