Early Stage Collections Team Lead

About the role

This permanent position manages the daily activities and performance of a team of Early Stage Collection agents, improving and maximising the collection of outstanding revenue for private label card accounts. The role covers planning, directing and supervising the team, and is open to two positions.

Key responsibilities

• Manage daily operations: develop programs and procedures to improve collector productivity, set measurement standards, resolve customer complaints, ensure collection procedures are followed and minimise write-offs
• Plan and implement section goals, review delinquent accounts, manage staffing forecasts and WFM schedules, collate collection reports and handle ad-hoc requests
• Coach and mentor the team: identify training needs, upskill on escalated queries, run weekly QA audits and provide motivation, soft skills and product knowledge training
• Team administration: support new starters, run probation reviews, manage absenteeism and leave, update trackers, process payroll for waybills and overtime, and complete terminations
• Performance monitoring: set and track individual targets, use reports for department KPIs, hold monthly performance reviews and follow the Performance Improvement Policy

Required profile

• Grade 12 qualification
• At least 5 years' experience in a call centre, including 3 years in a similar role
• Experience in employee relations, poor performance and absence management
• Experience leading and managing teams of at least 12 people

Required skills

• Call centre processes and methodology
• Retail credit account management business
• Clear verbal and written communication with colleagues, customers and suppliers
• MS Outlook, MS Word and MS Excel
• Account management principles and understanding of the consumer credit and retail credit environment