Team Leader: Call Centre

Ergasia Placements; Pretoria; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading law firm in Pretoria East is seeking an experienced Call Centre Team Leader with a strong background in banking collections. The successful candidate will lead a dynamic team, driving performance and ensuring compliance with industry regulations. This role requires advanced Excel skills and a minimum of 3-5 years in a similar position.

Benefits

Pension Fund

Medical Insurance

Bonuses

Qualifications

• 3-5 years of experience in a leadership role within a banking collections call centre.
• Advanced Excel skills are essential.
• Solid knowledge of legal debt recovery procedures and industry regulations.

Responsibilities

• Lead and manage a team of call centre agents specialising in debt recovery.
• Drive performance through monitoring, coaching, and campaign management.
• Ensure adherence to call strategies and collections regulations.

Skills

Excel

Communication

Coaching

Performance Analysis

Team Leadership

Education

Matric (Grade 12)

Relevant certificates

Tools

Dialer systems

Debt collection tools (e.g., Excalibur)

Job description

Vacancy: Call Centre Team Leader – Banking Collections

Are you an experienced Call Centre Team Leader with a background in banking collections? We’re looking for a highly motivated individual with strong Excel skills and proven experience in banking collections to join our dynamic Recoveries team at an established Law firm based in Pretoria East.

Key Responsibilities:

1. Lead and manage a team of call centre agents specialising in debt recovery.
2. Drive performance through monitoring, coaching, and campaign management.
3. Ensure adherence to call strategies and collections regulations.
4. Analyse high-volume data to improve collection rates and team effectiveness.
5. Maintain quality assurance and legal compliance across all recovery procedures.

Minimum Requirements:

1. Matric (Grade 12)
2. Relevant certificates will be beneficial
3. Advanced Excel skills are essential
4. Minimum 3 – 5 years’ experience in a similar leadership role within a banking collections call centre.
5. Proficiency in dialer systems and debt collection tools (e.g., Excalibur).
6. Excellent communication, coaching, and performance analysis skills.
7. Solid knowledge of legal debt recovery procedures and industry regulations.

Competency Assessments:

Shortlisted candidates will complete the following assessments:

1. Collections Written Test
2. Time Management
3. Problem Solving
4. Debt Collection Role-Play
5. Emotional Intelligence Assessment
6. Intermediate Excel Test

Desired Skills:

• Team Leader
• Banking Collections
• Debt Collection

Employer & Job Benefits:

• Pension Fund
• Medical Insurance
• Bonuses