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 and implement programmes and procedures to improve collector productivity, and set measurement standards for performance
• Resolve customer complaints and queries, and direct agents so that delinquency stays acceptable and write-offs are minimised
• Review delinquent accounts, ensure correct collection procedures are followed, and coach and mentor team members
• Hold regular one-on-one meetings, identify training needs and upskill agents on escalated queries, soft skills and product knowledge
• Conduct weekly QA audits of all agents
• Onsetion: ensure new starters integrate, run probation reviews in the first three months, handle disciplinary and absence matters, update trackers and payroll data, and manage terminations
• Set, track and report individual targets through monthly KPA reviews, collate department KPI reports and address underperformance
• Manage staffing forecasts, recruitment and the team's 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