Team Leader - Collections Department

About the role

Can you take a team of collection agents and make them better than they were last month? We are looking for a Team Leader who can plan a working day properly, coach agents on the floor, and turn daily performance data into decisions that actually move recoveries.

Key responsibilities

• Build the weekly roster, allocating agents to dialer queues, WhatsApp follow‑up and email.
• Monitor daily performance per agent – calls made, voicemail, meaningful contacts, talk time and average conversation length.
• Investigate call connectivity issues and act on root causes.
• Track Promises to Pay from creation to outcome and drive re‑contact cycles.
• Listen to calls, score them against the quality framework and provide specific feedback.
• Hold monthly one‑on‑one performance discussions and manage under‑performance constructively.
• Maintain and sign off the monthly bonus grid accurately and explain outcomes.
• Approve settlement offers within delegated authority and coordinate paid‑up and settlement letters.
• Act as single point of contact for external collection agencies on payments and queries.
• Ensure compliance with the National Credit Act, POPIA and the Debt Collectors Act.

Required profile

• Grade 12 / Matric or equivalent.
• 2–3 years experience in collections or recoveries in a call‑centre environment.
• At least 1 year in a team‑leader, supervisor or senior agent capacity (strong advantage).
• Excellent spoken and written English; additional South African languages are a plus.
• Solid Excel or Google Sheets ability, including building and checking performance reports.
• Experience with outbound or predictive dialer systems and collections/CRM software.
• Available to work on‑site Monday to Friday, 08:00‑17:00, with month‑end availability.
• Clear criminal and credit record checks, subject to consent.

Required skills

• Team Leadership
• Coaching
• Planning & Organisation
• Data Literacy
• Accuracy in incentive calculations
• Negotiation and escalation handling
• Stakeholder Management
• Compliance Awareness
• Resilience under floor pressure
• Integrity in performance reporting

What we offer

• Basic salary of R15 000 per month (CTC).
• Commission up to R10 000, total potential earnings of R25 000 per month.
• Career growth opportunities within a growing organisation.
• 3‑month fixed‑term contract with possible extension.
• On‑site work environment with regular working hours.