Collections Team Leader (Offshore Bpo)

Synergycontactcentre; Johannesburg; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading company is seeking a skilled Team Leader for the Collections department in Johannesburg. This fast-paced NIGHTSHIFT role requires strong leadership and coaching abilities, with a focus on achieving team targets. The ideal candidate will have a proven track record in collections and experience managing a team, along with proficiency in MS Office and Google Suite.

Qualifications

• 3+ years of Collections experience in a Contact Centre environment.
• 1+ years of team leader experience in a target-driven setting.
• Proficiency in MS Office and Google Suite.

Responsibilities

• Supervisory support and coordination of the Collection team.
• Supporting Collection Reps and ensuring targets are exceeded.
• Driving overall performance and managing end-to-end processes.

Skills

Collections Experience

Team Leadership

Coaching

Call Analysis

Reporting

Flexibility

Education

Grade 12 / Matric

Degree / Diploma in a related field

Tools

MS Office

Google Suite

MS Excel

MS Word

MS PowerPoint

Job description

To instill and drive an exceptional team performance culture by actively inspiring and motivating the team to achieve payment goals.

The work environment is fast-paced, with the team leader moving between tasks such as answering questions, holding meetings, coaching & training collectors, and acting as an encouraging voice.

NB: Please note that this is a NIGHTSHIFT role.

Minimum requirements (Qualifications and Experience): Grade 12 / Matric.

A Degree / Diploma in a related field is an advantage.

3+ years of Collections experience in a Contact Centre Recoveries environment.

1+ years of team leader experience in a target-driven setting.

Proficiency in MS Office and Google Suite.

Proven product knowledge & system competence.

Own vehicle preferred due to international hours and seven-day operation.

Flexibility to work international shifts from South Africa is required.

Key Responsibilities

• Supervisory support and coordination of the Collection team.
• Supporting Collection Reps and ensuring targets are met or exceeded.
• Driving overall performance and managing end-to-end processes.
• Ensuring productivity and hourly performance efficiency.
• Reporting on team performance and goals.
• Producing output reports per sales Rep.
• Improving collection processes through call analysis.
• Recruiting, training, and coaching the team.
• Motivating team members and managing attrition.
• Monitoring activities and taking corrective actions or improvements.
• Providing individual coaching and feedback to improve conversion ratios.
• Supporting new hires to settle quickly.
• Client interactions as required (daily, weekly, monthly).
• Ensuring compliance with policies, regulations, and security standards.
• Collecting and providing data for audits.
• Managing team performance, skills development, and culture to foster innovation and efficiency.
• Holding regular team meetings with documented minutes.
• Managing data with attention to detail, integrity, and confidentiality.
• Proficiency in MS Excel, Word, and PowerPoint.
• Focusing on quality and coaching.
• Researching and organizing information effectively.
• Critically listening to and analyzing call recordings.