Collections Team Lead: Customer Care & Performance

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

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.