Debt Collections Team Lead - UK Voice

WNS; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

WNS in Cape Town is seeking a Team Leader for UKH Collections Voice to drive operational excellence and manage a debt collections team. You will lead customer service associates to meet targets, review performance, and ensure adherence to SLAs and SOPs, while coaching staff for ongoing development.

The role emphasizes proactive issue resolution, team collaboration, and alignment with client requirements, with opportunities to promote best practices and drive performance improvements.

Qualifications

• Matric certificate with at least 2 years’ team leadership experience in debt collections.

Responsibilities

• Lead a team of Customer Service Associates to meet targets and KPIs.
• Monitor and manage team performance against SLA KPIs.
• Identify barriers to performance and communicate updates to stakeholders.
• Ensure adherence to SOPs and company policies.
• Conduct regular team meetings and one-on-one coaching sessions.
• Drive team-building initiatives and support company activities.
• Support learning and development for new starters.
• Provide feedback to ensure skill development and performance improvement.

Skills

Team Leadership

Debt Collections

Performance Management

Coaching

Education

Matric Certificate

Job description

WNS in Cape Town is seeking a Team Leader for UKH Collections Voice to drive operational excellence and manage a debt collections team. You will lead customer service associates to meet targets, review performance, and ensure adherence to SLAs and SOPs, while coaching staff for ongoing development.

The role emphasizes proactive issue resolution, team collaboration, and alignment with client requirements, with opportunities to promote best practices and drive performance improvements.