Collections Team Leader

Mr Price Group; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading retail company in Durban is seeking a dedicated Collections Team Leader to lead a team of agents towards achieving performance targets. This role includes coaching, performance management, and ensuring regulatory compliance while delivering exceptional customer experiences. The ideal candidate will have 3-4 years of debt collections experience in a call centre and leadership skills to foster a positive environment. Competitive package offered with opportunities for professional development.

Qualifications

• 3–4 years of experience in debt collections within a call centre.
• 1–2 years of leadership experience is advantageous.
• Knowledge of relevant debt collection legislation.

Responsibilities

• Lead and motivate a team of call centre agents.
• Ensure exceptional customer interactions.
• Foster a positive team culture.
• Resolve escalated queries effectively.
• Drive operational excellence.
• Ensure compliance with debt collection regulations.
• Deliver accurate and timely reports.

Skills

Leadership skills

Customer service

Performance management

Coaching

Problem-solving

Education

Matric (Grade 12)

Tools

Call centre software

Collections systems

Job description

PURPOSE:

Lead and inspire a team of collections agents to achieve key performance targets, ensure compliance with regulations, and deliver outstanding customer experience.

This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.

KEY RESPONSIBILITIES:

• Lead and Motivate: Manage and inspire a team of call centre agents to consistently achieve departmental targets.
• Customer Experience: Ensure exceptional customer interactions by leveraging training, performance management, succession planning, and quality assurance monitoring. Report on key metrics to drive continuous improvement.
• Team Support: Foster a positive team culture by resolving associate queries, handling disciplinary matters, and implementing culture-building initiatives.
• Escalation Management: Efficiently resolve escalated queries from customers and stores to ensure prompt and effective solutions.
• Operational Excellence: Drive collections effectiveness through strategic execution, agent coaching, ongoing training, and performance monitoring.
• Compliance: Ensure strict adherence to debt collection regulations and internal policies.
• Reporting: Deliver accurate and timely reports on team performance and collections metrics.

REQUIREMENTS:

• Matric (Grade 12)
• 3–4 years in a debt collections experience within a call centre environment
• 1 – 2 years leadership experience within a call centre environment (advantage)
• Knowledge of relevant debt collection legislation (CPA, ICASA, NCA, POPIA)
• Proficiency with call centre software and collections systems
• Understanding of Financial Services, Credit Risk, and Collections Operations & Strategy