Collections Team Manager – Lead Recovery & Coaching

Crediwise Technology

Cape Town

On-site

ZAR 420,000 - 720,000

Full time

2 hours ago

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Benefits offered by this job

Competitive salary

Performance-based incentives

Growth opportunities

Supportive team culture

Job summary

Crediwise is seeking a motivated Collections Team Manager in Cape Town to lead a high-performance team of Collections Agents. You will drive recovery rates, coach staff, and ensure adherence to compliance and quality standards.

Responsibilities include monitoring KPIs, conducting performance reviews, and implementing development plans while collaborating on process improvements and policy enhancements. A proactive leader who thrives under pressure is ideal.

Qualifications

3–5 years experience in a high-volume call centre
2 years+ in a management or supervisory role
Strong leadership and team development capabilities
Excellent communication, coaching, and problem-solving skills

Responsibilities

Lead, support, and motivate a team of Collections Agents to meet 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 coaching, feedback, and training to drive agent performance.
Support system and policy enhancements for improved collections efficiency.