Collections Team Lead (UK Voice) — Operational Excellence

Wns; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Job summary

WNS, part of Capgemini, is a global leader in intelligent operations. We are seeking a Team Leader for UKH Collections Voice to drive operational excellence and lead a team of Customer Service Associates in meeting targets and SLAs.

You will coach performance, manage barriers, and ensure adherence to SOPs while fostering strong cross-team collaboration. The role emphasizes proactive customer contact handling, regular team meetings, and personal development for team members, with a focus on

Qualifications

• Matric certificate and at least 2 years as team lead in debt collections.

Responsibilities

• Leading a team of Customer Service Associates to perform effectively against set targets/KPIs
• Ensuring that all customer contacts/queries are managed in a proactive and timely manner in accordance with agreed SLA KPIs
• Reviewing and managing each team member's performance
• Identifying and communicating barriers to performance/service delivery
• Ensuring adherence to Standard Operating Procedures and company policies
• Team Leadership
• Keeping the team informed of anything happening that may impact them
• Establishing good rapport within the team and with other teams
• Having regular Team Meetings, as well as individual Status Sessions with each team member
• Actively supporting the team to meet their deadlines and targets Driving team-building initiatives and supporting company activities
• Living the company's values in all day-to-day activities
• Being a role model to the team
• Supporting the team through periods of change
• Learning & Development
• Working closely with Operations Support, Training & HR to support the journey of new starters
• Providing feedback and coaching to ensure that each team member has the skills and competencies to meet their performance targets
• Ensuring that each team member has a Personal Development Plan
• Attending all meetings and training as per client and company requirements to keep up-to-date all relevant client and company information.

Skills

Debt collections

Team leadership

Job description

WNS, part of Capgemini, is a global leader in intelligent operations. We are seeking a Team Leader for UKH Collections Voice to drive operational excellence and lead a team of Customer Service Associates in meeting targets and SLAs.

You will coach performance, manage barriers, and ensure adherence to SOPs while fostering strong cross-team collaboration. The role emphasizes proactive customer contact handling, regular team meetings, and personal development for team members, with a focus on