Assistant Manager - Collections

Wnsglobalservices144; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Wnsglobalservices144 in Cape Town is seeking a Team Leader to manage UKH Collections Voice operations, guiding a team of Customer Service Associates to meet targets and KPIs.

You will ensure timely handling of customer contacts per SLA, review performance, address barriers, and drive adherence to SOPs while living the company's values.

This role requires debt collections experience and strong coaching, with regular team meetings and personal development support to deliver operational excellence.

Qualifications

• Matric certificate and 2 years team leader experience in debt collections.
• Debt collections experience.

Responsibilities

• Lead a team of Customer Service Associates to meet targets and KPIs.
• Ensure customer contacts/queries are managed proactively and timely per SLA.
• Review and manage each team member's performance.
• Identify barriers to performance and communicate them.
• Ensure adherence to SOPs and company policies.
• Drive team meetings and individual status sessions.
• Support the team to meet deadlines and targets.
• Foster team collaboration and drive operational excellence.

Skills

Team leadership

Performance management

Customer service

SLA/KPI management

Communication

Education

Matric Certificate

Job description

Team Leader UKH Collections Voice Driving Operational Excellence

• Leading a team of Customer Service Associates to perform effectively against set targets/KPIs
• Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
• Reviewing and managing each team member's performance
• Identifying and communicating barriers to performance/service delivery
• Ensuring adherence to Standard Operating Procedures and company policies
• Team Leadership
• Keeping the team informed of anything happening that may impact them
• Establishing good rapport within the team and with other teams
• Having regular Team Meetings, as well as individual Status Sessions with each team member
• Actively supporting the team to meet their deadlines and targets Driving team-building initiatives and supporting company activities
• Living the company's values in all day-to-day activities
• Being a role model to the team
• Supporting the team through periods of change

Learning & Development

• Working closely with Operations Support, Training & HR to support the journey of new starters
• Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
• Ensuring that each team member has a Personal Development Plan
• Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information.

Qualifications

• Matric Certificate+ 2 years TL experienceDebt Collections experience