Collections Team Leader and Performance Coach

MindMatch Consulting; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

MindMatch Consulting seeks an experienced Team Manager – Collections to lead a high-volume collections team in a demanding contact centre. You will drive performance, coaching, and adherence to procedures while managing day-to-day operations.

This hands-on role requires targets, performance reporting, employee relations and handling escalations, with a focus on continuous improvement and meeting collection targets in a fast-paced environment.

Qualifications

• Grade 12 / Matric.
• Minimum 5 years in a call centre environment.
• Minimum 3 years in a similar team management role.
• Proven experience managing a team of 20+.
• Experience in Employee Relations, poor performance management and absenteeism management.

Responsibilities

• Manage daily activities and performance of a team of Collection Agents.
• Develop and implement initiatives to improve collection and agent productivity.
• Monitor performance and ensure targets are achieved.
• Review delinquent accounts and manage collection queues.
• Apply correct collection procedures consistently.
• Lead, coach, and develop team members.

Skills

Team Leadership

Coaching

Performance Management

Analytics & Reporting

Customer Service

Communication

Call Centre Processes

Education

Grade 12 / Matric

Tools

MS Outlook

MS Word

MS Excel

CRM

Job description

MindMatch Consulting seeks an experienced Team Manager – Collections to lead a high-volume collections team in a demanding contact centre. You will drive performance, coaching, and adherence to procedures while managing day-to-day operations.

This hands-on role requires targets, performance reporting, employee relations and handling escalations, with a focus on continuous improvement and meeting collection targets in a fast-paced environment.