Contact Centre Team Leader – Collections (12‑month contract)

About the role

Infinity Services Partner Company is seeking a Contact Centre Team Leader for its Debt Collections unit. You will lead a team of Early Collections agents handling accounts 1‑150 days past‑due, ensuring collection targets, quality standards, and regulatory compliance are met.

Key responsibilities

• Manage daily performance of the collections team, set and monitor KPIs, and adjust dialler strategies as needed.
• Provide coaching, side‑by‑side call listening, and quality assessments to develop agent negotiation and Promise‑to‑Pay skills.
• Authorize payment arrangements, settlement offers and concessions within delegated authority.
• Escalate and resolve complex customer disputes, vulnerable cases, and system or process blockers.
• Ensure audit‑ready capture of interactions on PowerCurve Collections (PCC) and Tallyman platforms.
• Maintain full compliance with the National Credit Act, POPIA, Debt Collection Act, and fair‑treatment guidelines.

Required profile

• Proven experience leading a call‑centre or collections team.
• Strong understanding of early‑stage debt collection processes and relevant South African legislation.
• Ability to analyse real‑time dialler data, productivity metrics and intervene promptly.
• Excellent communication and problem‑solving skills for handling escalations.

Required skills

• PowerCurve Collections (PCC) platform
• Tallyman collections system
• Dialler management tools

What we offer

• 12‑month fixed‑term contract with a dynamic, performance‑driven environment.
• Opportunities for professional development and leadership growth.