Collection Team Lead

About the role

This permanent position manages the daily activities of a team of Collection agents in a call centre, aiming to improve and maximise the collection of outstanding revenue for private label card accounts. The role covers planning, directing and supervising the team, with market-related pay.

Key responsibilities

• Manage daily operations and provide visible, customer-centred leadership to build a motivated, efficient team
• Develop programmes and procedures to improve collector productivity and set measurement standards
• Resolve customer complaints and queries, and direct agents so that delinquency stays acceptable and write-offs are minimised
• Review delinquent accounts, manage staffing forecasts and WFM schedules, and handle ad-hoc requests
• Coach and mentor the team: one-on-one meetings, training needs, upskilling on escalated queries, motivation, soft skills and product knowledge
• Conduct weekly QA audits of all agents
• Onboarding and probation reviews, addressing behavioural concerns per the Disciplinary Policy and managing absenteeism per the Absence Management Policy
• Keep trackers (IR, absence and PIP) updated daily, process leave on ESS, manage waybills and overtime, and handle terminations
• Set and track monthly KPA targets, run monthly performance reviews and follow the Performance Improvement Policy for underperformance
• Ensure effective recruitment and that the team has the right resources and tools

Required profile

• Grade 12 qualification
• Minimum 5 years' experience in a call centre environment, 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