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

About the role

Infinity Services Partner Company is seeking a Contact Centre Team Leader for Debt Collections. 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 and coach a team of agents, set KPIs, and monitor performance against collection and quality goals.
• Conduct side‑by‑side coaching, call listening, and quality assessments; participate in calibration sessions with Quality Assurance.
• Authorize payment arrangements, settlement offers and concessions within delegated authority.
• Monitor dialler strategies, campaign performance and lead allocation; resolve operational blockers and system issues.
• Ensure full compliance with the National Credit Act, POPIA, Debt Collection Act and internal policies.

Required profile

• Proven experience leading a contact‑centre team in debt‑collection environments.
• Strong knowledge of South African credit and data‑protection legislation (NCA, POPIA, Debt Collection Act).
• Ability to handle complex customer escalations and vulnerable‑customer cases.
• Excellent communication, coaching and performance‑management skills.

Required skills

• PowerCurve Collections platform
• Tallyman collections system
• Dialler and campaign management tools

What we offer

• 12‑month contract with a leading telecom‑managed services provider.
• Opportunity to develop leadership skills in a high‑volume, regulated environment.
• Supportive team culture focused on continuous improvement.