Collections Team Manager

Liquid Thought; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A financial services company in South Africa is seeking a motivated Collections Team Manager to lead a high-performing team. The successful candidate will drive recovery rates while coaching agents and ensuring compliance standards are met. Required are 3-5 years of call centre experience with proven success in debt collections. The role involves performance monitoring, training, and collaboration on process improvements. A competitive salary and performance incentives are offered in this growth-oriented environment.

Benefits

Competitive basic salary

Performance-based incentive structure

Opportunities for growth

Ongoing training and development

Qualifications

• 3-5 years experience in a high-volume call centre.
• 2+ years in a management or supervisory role.
• Proven success in debt collections.

Responsibilities

• Lead and motivate a team of Collections Agents.
• Monitor and analyze team performance using KPIs.
• Ensure adherence to quality control guidelines.

Skills

Team leadership

Debt recovery processes

Excellent communication

Problem-solving skills

Coaching abilities

Tools

Excel

Call centre systems

Reporting tools

Job description

Role Overview

We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Key Responsibilities

• Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
• Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
• Conduct regular performance discussions and implement development plans.
• Ensure adherence to quality control guidelines, compliance, and call scripts.
• Resolve escalated queries and customer issues effectively.
• Collaborate with leadership on process improvements and recovery strategies.
• Deliver consistent coaching, feedback, and training to drive agent performance.
• Support system and policy enhancements for improved collections efficiency.

Requirements

• 3-5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.
• Proven success in debt collections, preferably in microlending or financial services.
• Strong leadership and team development capabilities.
• Excellent communication, coaching, and problem-solving skills.

In-depth understanding of:

• Debt recovery processes
• POPIA (Protection of Personal Information Act)
• DebiCheck processes and protocols
• Performance management practices
• Basic labour law principles

• Knowledge of regulatory compliance relevant to collections and credit.
• Proficiency in Excel, call centre systems, and reporting tools.
• Target-driven and able to work well under pressure.

Working Hours

Monday to Friday: 8:00 AM 5:00 PM or 10:00 AM 7:00 PM (rotational shifts)
Saturday: 8:00 AM 1:00 PM

What We Offer

• Competitive basic salary
• Performance-based incentive structure
• Opportunities for growth and advancement
• Supportive and high-performance team culture
• Ongoing training and development