Team Leader Collections

Wns Global Services; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading BPO company in Cape Town is seeking a Team Manager. Responsibilities include supervising the collections team, monitoring performance through KPIs, and ensuring client compliance. Ideal candidates have over 24 years of BPO experience and strong leadership skills. This is a full-time, on-site role.

Qualifications

• Minimum 24 years of experience in a BPO collections process.
• At least 12 years in a team lead or supervisory role.
• Familiarity with collections tools and CRM systems.

Responsibilities

• Supervise daily activities of the collections team.
• Monitor call handling quality and adherence to schedules.
• Provide daily and monthly reports on team performance.

Skills

Strong leadership and people management skills

Excellent communication skills

Negotiation and conflict resolution skills

Analytical and target-driven approach

Proficiency in MS Excel

Education

Grade 12

Tools

CRM systems

Dialers (predictive/manual)

Job description

Key Responsibilities

Team Management & Supervision:

Supervise daily activities of the collections team ensuring productivity and performance targets are met.

Monitor call handling call quality and adherence to schedules.

Allocate work and manage team rosters attendance and shrinkage.

Performance Monitoring:

Track team and individual performance through KPIs such as recovery rate, call quality, right party contact (RPC), and promise-to-pay (PTP) conversion.

Conduct regular performance reviews coaching sessions and feedback discussions.

Training & Development:

Identify skill gaps and arrange for upskilling or refresher training.

Provide on-the-job support to improve agent performance and handle escalations.

Client & Compliance Management:

Ensure collections are conducted ethically and within regulatory and client compliance guidelines.

Maintain accurate records and reports as per process and audit requirements.

Handle client calls audits and reporting requirements effectively.

Motivation & Engagement:

Foster a positive and competitive team environment.

Conduct team huddles contests and recognition programs to boost morale and productivity.

Reporting & Communication:

Provide daily weekly and monthly reports on team performance trends and challenges to management.

Coordinate with QA Training and HR teams as needed.

Qualifications: Grade 12

Minimum 24 years of experience in a BPO collections process with at least 12 years in a team lead or supervisory role.

Familiarity with collections tools dialers (predictive/manual) and CRM systems.

Additional Information

Key Skills & Competencies:

Strong leadership and people management skills.

Excellent communication negotiation and conflict resolution skills.

Analytical and target-driven approach.

Ability to work under pressure and manage multiple priorities.

Proficiency in MS Excel and reporting tools.

Remote Work: No

Employment Type: Full-time

Key Skills

Hyperion, Acquisition, Asset, ABAP, Basic, Activex

Experience: years

Vacancy: 1