Collections Team Lead/Manager

Role Overview
We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.
Key Responsibilities

Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.

Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).

Conduct regular performance discussions and implement development plans.

Ensure adherence to quality control guidelines, compliance, and call scripts.

Resolve escalated queries and customer issues effectively.

Collaborate with leadership on process improvements and recovery strategies.

Deliver consistent coaching, feedback, and training to drive agent performance.

Support system and policy enhancements for improved collections efficiency.
Requirements

3-5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.

Proven success in debt collections, preferably in microlending or financial services.

Strong leadership and team development capabilities.

Excellent communication, coaching, and problem-solving skills.

In-depth understanding of:
Debt recovery processes
POPIA (Protection of Personal Information Act)
DebiCheck processes and protocols
Performance management practices
Basic labour law principles

Knowledge of regulatory compliance relevant to collections and credit.

Proficiency in Excel, call centre systems, and reporting tools.

Target-driven and able to work well under pressure.
Working Hours

Monday to Friday: 8:00 AM 5:00 PM or 10:00 AM 7:00 PM (rotational shifts)

Saturday: 8:00 AM 1:00 PM
What We Offer

Competitive basic salary

Performance-based incentive structure

Opportunities for growth and advancement

Supportive and high-performance team culture

Ongoing training and development