Collections Team Lead/Manager

Liquid Thought

Cape Town

On-site

ZAR 350,000 - 550,000

Full time

14 days+

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Job summary

Liquid Thought in Cape Town seeks an experienced Collections Team Manager to lead a high-performance team of collections agents. You will drive recovery rates, coach staff, and ensure strict adherence to compliance and quality standards.

You will monitor KPIs, conduct regular performance discussions, and collaborate on process improvements, with a focus on coaching and development to uplift team results and service quality.

Qualifications

Experience in a high-volume call centre environment.
2+ years in a management or supervisory role.
Proven track record in debt collections, preferably in microlending or financial services.
Strong leadership and team development capabilities.
Excellent communication, coaching, and problem-solving skills.
Knowledge of POPIA, DebiCheck and regulatory compliance relevant to collections and credit.
Proficiency in Excel, call centre systems and reporting tools.

Responsibilities

Lead, support, and motivate a team of Collections Agents to meet 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.

Skills

Leadership

Coaching

Debt collections

Regulatory compliance

Excel

Call centre systems

Reporting tools

Communication

Tools

Microsoft Excel

Job description

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.