Junior Team Leader - Collections

Mass Markets; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading business services company in Cape Town is searching for a Junior Team Leader to lead a high-performing Collections Department. This role offers comprehensive training, mentorship, and a dynamic work environment. Ideal candidates should have supervisory experience in a call center, excellent communication skills, and a passion for team growth. The company provides competitive salaries and various incentives including health benefits and career advancement opportunities.

Benefits

Health Benefits

Annual Leave

Paid Training

Transport Provided

Qualifications

• Minimum of 1 year experience in a supervisory role, preferably in collections.
• Strong understanding of performance management and target tracking.
• In-depth knowledge of Industrial Relations (IR).

Responsibilities

• Lead a team of 15–18 collection agents, ensuring goal achievement.
• Conduct performance evaluations and provide coaching.
• Oversee daily operations and ensure compliance with policies.

Skills

Leadership

Coaching

Communication

Problem-solving

Education

Grade 12 / National Senior Certificate

Tertiary qualification in Business or Management

Tools

Microsoft Excel

Job description

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

Immediate Start Required

Basic Salary + Incentives + Night Allowance + Transport Provided

Ready to level up your career? Our client is a leader in innovative connectivity and entertainment solutions, dedicated to delivering world‑class customer experiences. They’re searching for a driven, ambitious individual to join their high‑performing Collections Department as a Junior Team Leader.

This isn’t just a job it’s your gateway to leadership, with full training, mentorship, and the chance to make a real impact.

Why You’ll Love This Role

• Competitive Package: Basic salary, attractive incentives, and a night shift allowance.
• Convenience: Transport provided for your comfort and safety.
• Career Growth: Step into leadership with structured training and ongoing support.
• Dynamic Environment: Thrive in a fast‑paced, high‑energy team that celebrates success.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Lead and support a team of 15–18 collection agents, ensuring consistent achievement of individual and team goals.
• Monitor key performance indicators and implement strategies to improve operational efficiency.
• Conduct regular performance evaluations, provide coaching and feedback, and manage performance improvement plans.
• Oversee daily operations, ensuring compliance with company policies, quality standards, and productivity benchmarks.
• Analyze data to report on team performance, efficiency metrics, and collection outcomes.
• Manage attendance, schedule adherence, and equitable workload distribution.
• Address employee relations issues, including disciplinary actions and conflict resolution, in accordance with company and labor guidelines.
• Collaborate with leadership to identify process enhancements and drive continuous improvement.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Grade 12 / National Senior Certificate (NSC); a tertiary qualification in Business, Management, or a related field is a plus.
• Minimum of 1 year experience in a supervisory role within a call center (collections experience preferred).
• Demonstrated ability to effectively manage a team of 15–20 agents.
• Strong understanding of performance management and target tracking.
• In depth knowledge of Industrial Relations (IR) and experience handling IR‑related matters.
• Excellent communication, coaching, and problem‑solving skills.
• High level of attention to detail and strong organizational abilities.
• Proficiency in Microsoft Excel and reporting tools is advantageous.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team‑oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits that Fit Your LifeMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.