Early Stage Collections Team Lead

About the role

This permanent position manages the daily activities and performance of a team of Early Stage Collection agents, improving and maximising the collection of outstanding revenue for private label card accounts. The role covers planning, directing and supervising the team so that business objectives are met. Two positions are available.

Key responsibilities

• Manage daily operations: develop programs and procedures to improve collector productivity, set measurement standards, resolve customer complaints and queries, and ensure collection procedures are followed.
• Plan and implement section goals, review delinquent accounts, manage staffing forecasts and WFM schedules, and use collection reports.
• Coach and mentor the team: identify training needs, upskill agents on escalated queries, run weekly QA audits, and provide motivation, soft skills and product knowledge training.
• Handle team administration: onboarding, probation reviews, disciplinary and absence management, daily tracker updates, leave processing, payroll handling and terminations.
• Monitor performance: set and track individual targets, collate reports on department KPIs, hold monthly performance reviews and follow the Performance Improvement Policy.

Required profile

• Grade 12 qualification.
• At least 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.

Required skills

• Call centre processes and methodology, and retail credit account management.
• Clear verbal and written communication with colleagues, customers and suppliers.
• MS Outlook, MS Word and MS Excel.
• Understanding of account management principles and the consumer credit/retail credit environment.