Collections Team Lead/Manager

Liquid Thought; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Growth opportunities

Training and development

Job summary

Liquid Thought in Cape Town is seeking an experienced Collections Team Manager to lead a high-performance team of Collections Agents and drive recovery rates. You will coach staff, analyse KPIs, ensure compliance with POPIA and DebiCheck, and implement process improvements to boost efficiency and customer outcomes.

The role requires 3–5 years in high-volume collections with 2+ years in a supervisory capacity and a focus on results, teamwork, and regulatory compliance.

Qualifications

• 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.

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.

Skills

Leadership

Coaching

Communication

Problem-solving

Tools

Excel

Call centre systems

Reporting tools

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.

Working Hours

• Monday to Friday: 8:00 AM 5:00 PM or 10:00 AM 7:00 PM (rotational shifts)
• Saturday: 8:00 AM 1:00 PM

What We Offer

• Competitive basic salary
• Performance-based incentive structure
• Opportunities for growth and advancement
• Supportive and high-performance team culture
• Ongoing training and development