Collections Team Lead: Drive High-Impact Recoveries

CXP are now part of the Huntswood Group; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading business solutions provider in Durban is seeking a Collections Team Leader to oversee the process of recovering outstanding payments for a U.S.-based client. The role involves guiding and developing the team to achieve goals, monitoring performance, and ensuring adherence to quality standards. Candidates should have at least 2 years of experience managing a collections team and possess knowledge of the Fair Debt Collection Practices Act (FDCPA). This position offers the opportunity to foster a high-performance culture and enhance team skills.

Qualifications

• 2 years Team Leader experience managing an international collections/retentions team.
• Must be able to work USA shifts.
• Strong understanding of the Fair Debt Collection Practices Act (FDCPA).
• Strong technical problem-solving skills.
• High attention to detail.

Responsibilities

• Manage performance and achievement of team KPIs.
• Provide coaching to assist agents in improving call flow.
• Ensure leave/absence management is adhered to.
• Conduct regular call listening for guidance.
• Monitor quality standards with focus on CSAT.
• Participate in department related projects.
• Complete necessary reports according to schedule/client requirements.

Skills

Sales Coaching

Able to successfully upskill a team

Continuous improvement

Operational Knowledge

Prioritization of workload

Education

Matric / NQF Level 4

Job description

A leading business solutions provider in Durban is seeking a Collections Team Leader to oversee the process of recovering outstanding payments for a U.S.-based client. The role involves guiding and developing the team to achieve goals, monitoring performance, and ensuring adherence to quality standards. Candidates should have at least 2 years of experience managing a collections team and possess knowledge of the Fair Debt Collection Practices Act (FDCPA). This position offers the opportunity to foster a high-performance culture and enhance team skills.