Debt Collections Team Leader - KPI Focused

WNS; Cape Town; On-site; ZAR 250,000 - 420,000; Full time

Job summary

WNS in Cape Town is seeking a Team Lead to supervise a Customer Service Associates team, driving performance against targets and SLAs. The role requires Matric and at least 2 years in team leadership within debt collections, with a focus on coaching and process adherence.

The successful candidate will lead by example, manage performance, and collaborate with HR and Operations to support onboarding and development while maintaining high customer service standards.

Qualifications

• Matric certificate
• 2 years team leader experience in debt collections

Responsibilities

• Lead a team of Customer Service Associates to perform effectively against set targets/KPIs
• Ensure all customer contacts/queries are managed proactively and in line with SLA KPIs
• Review and manage each team member’s performance and provide coaching
• Identify barriers to performance and communicate them to operations
• Ensure adherence to SOPs and company policies
• Maintain team communications and meetings, providing status updates
• Support the team to meet deadlines and targets and drive team-building activities
• Model company values and act as a role model for the team
• Collaborate with Operations Support, Training & HR on onboarding and development

Skills

Team Leadership

Education

Matric Certificate

Job description

WNS in Cape Town is seeking a Team Lead to supervise a Customer Service Associates team, driving performance against targets and SLAs. The role requires Matric and at least 2 years in team leadership within debt collections, with a focus on coaching and process adherence.

The successful candidate will lead by example, manage performance, and collaborate with HR and Operations to support onboarding and development while maintaining high customer service standards.