Inbound Collections Team Lead: Performance & Revenue

Tenacity Financial Services

Cape Town

On-site

ZAR 540,000 - 720,000

Full time

7 days ago

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Job summary

Tenacity Financial Services is seeking a results-driven collections team leader in Cape Town to direct daily operations, drive performance, and improve revenue collection on private label card accounts. You will lead a high‑performing, customer‑centric team through coaching, QA audits, and active performance management.

The role focuses on optimizing workflows, delinking delinquency, and ensuring effective staffing, training, and procedural compliance to meet business objectives.

Qualifications

Experience leading a team of Collection agents
Ability to implement programs to improve productivity
Proven track record in reducing delinquency and improving cash collection
Strong coaching, QA, and performance review capabilities
Customer-centric approach to collections processes

Responsibilities

Manage daily operations of the collections team
Provide leadership to achieve high performance and customer focus
Develop and implement programs to improve productivity
Review delinquent accounts and manage staffing/ scheduling
Conduct regular team coaching and QA audits
Oversee team administration, onboarding, and performance reviews
Ensure KPI targets are met and reporting is accurate
Manage resources, recruitment, and tool availability

Skills

Leadership

Team management

Performance management

Coaching and mentoring

Customer service

Tools

WFM scheduling

Job description

The role focuses on optimizing workflows, delinking delinquency, and ensuring effective staffing, training, and procedural compliance to meet business objectives.

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