Collections Team Leader: Coaching, Performance & Growth

Mindmatch Consulting; Cape Town; On-site; ZAR 540,000 - 720,000; Full time

Job summary

Mindmatch Consulting seeks an experienced Team Manager - Collections to lead a high-volume collections team in a busy Cape Town contact centre. You will drive performance, coach staff, and ensure adherence to procedures while meeting collection targets.

This hands-on leadership role requires strong reporting, people management, and the ability to resolve escalations. You will partner with operations to optimize workflows and staff development.

Qualifications

• Grade 12 / Matric is required.
• Minimum 5 years’ experience in a call centre.
• Minimum 3 years in a similar team management role.
• Experience managing teams of 20+ employees.
• Experience in Employee Relations and absenteeism management.
• Strong understanding of call centre processes and methodologies.
• Experience in collections, account management or credit environments.
• Strong verbal and written communication skills.
• Proficiency with MS Outlook, Word and Excel.

Responsibilities

• Manage the daily activities and performance of a team of Collection Agents.
• Develop and implement initiatives to improve collection and agent productivity.
• Monitor operational performance and ensure targets are achieved.
• Review delinquent accounts and manage collection queues.
• Ensure correct collection procedures are followed.
• Develop and implement team goals and objectives.
• Manage staffing forecasts and workforce management (WFM).
• Monitor adherence to procedures and standards.
• Resolve customer complaints, queries and escalations.
• Compile, analyse and utilise collection and performance reports.
• Identify opportunities for continuous improvement in processes and service.
• Lead, motivate and develop a team of Collection Agents.
• Identify training and development needs and provide coaching.
• Coach employees on product knowledge and customer engagement.
• Support team members in resolving escalated queries.
• Conduct QA audits and provide feedback.
• Set and report on performance targets; track KPIs.

Skills

People management

Coaching & mentoring

Performance management

Call centre processes

Communication

Analytical reporting

Stakeholder communication

High-pressure environment

Education

Matric / Grade 12

Tools

MS Outlook

MS Word

MS Excel

Job description

Mindmatch Consulting seeks an experienced Team Manager - Collections to lead a high-volume collections team in a busy Cape Town contact centre. You will drive performance, coach staff, and ensure adherence to procedures while meeting collection targets.

This hands-on leadership role requires strong reporting, people management, and the ability to resolve escalations. You will partner with operations to optimize workflows and staff development.