Collections Team Lead - Early Stage Performance & Coaching

Tenacity Financial Services; Cape Town; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Tenacity Financial Services in Cape Town is seeking a results-driven Team Leader to manage a daily operations cycle for Early Stage Collection agents. You will drive performance, plan and supervise the team to maximise collection of outstanding revenue, and ensure adherence to policies.

You will coach and mentor agents, conduct QA audits, manage staffing, leave, and reporting, and align activities with departmental objectives and KPIs. This role is on-site in Cape Town.

Qualifications

• Management experience leading a customer service or collections team.
• Experience coaching and developing agents to improve performance.
• Ability to establish and monitor performance metrics.
• Experience with workforce management scheduling.

Responsibilities

• Manage daily operations for Early Stage Collection agents.
• Coach and mentor team members; conduct QA audits weekly.
• Handle team administration: probation reviews, attendance, leave, and payroll inputs.
• Set and report on individual targets; drive departmental KPI performance.

Skills

Team Leadership

Coaching & Mentoring

Performance Monitoring

WFM Scheduling

QA Audits

Policy Adherence

Job description

Tenacity Financial Services in Cape Town is seeking a results-driven Team Leader to manage a daily operations cycle for Early Stage Collection agents. You will drive performance, plan and supervise the team to maximise collection of outstanding revenue, and ensure adherence to policies.

You will coach and mentor agents, conduct QA audits, manage staffing, leave, and reporting, and align activities with departmental objectives and KPIs. This role is on-site in Cape Town.