Team Leader - Southern Water

Capita; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading outsourcing company in Cape Town is seeking a Collections Team Leader to drive performance and ensure compliance. This role involves supervising and developing a team of collections agents to achieve recovery targets, while maintaining high customer satisfaction levels. The ideal candidate should have 1-2 years of experience in a contact center, preferably in a sales-driven environment.

Qualifications

• 1 - 2 years Team Leader experience within Contact Centre / preferably sales driven environment.
• Sales experience / Collections – Required.
• Duty Manager / Service Performance and interval adherence management – Advantageous.
• Knowledge of Contact Centre processes, methodologies, systems, and technologies.

Responsibilities

• Lead, coach, and develop the team to achieve targets.
• Monitor team performance and provide feedback.
• Ensure adherence to regulatory and compliance standards.
• Resolve complex customer queries.

Skills

Empathy

Leadership

Relating and networking

Strong administrative skills

Persuading and influencing

Creating and Innovation

Coping with pressures and setbacks

Education

Matric (Completed)

Job description

We are seeking a dynamic and results-driven Collections Team Leader to join our operations team. This role is pivotal in driving performance, ensuring compliance, and leading a team of collections agents to meet recovery targets while maintaining customer satisfaction

Job title:

Team Leader - Southern Water

Job Description:

Key Performance Areas

Leadership and supervision

• Lead, coach, and develop a team of collections agents to achieve daily, weekly, and monthly targets.
• Monitor team performance and provide regular feedback and support.
• Ensure adherence to regulatory and compliance standards.
• Implement and optimize collections strategies and workflows.
• Handle escalated customer queries and resolve complex cases.
• Collaborate with Operations and Risk teams to improve processes and reporting.
• Conduct regular team meetings and performance reviews.

Client Services

• Ensure team performance is in line with our clients digital KPI’s
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements, and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated customer queries.

Implementation of Guidance and Policy

• Implements, maintains, and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.

Professional Know-How:

Minimum Qualification: Matric (Completed)

Minimum requirements:

• 1 - 2 years Team Leader experience within Contact Centre / preferably sales driven environment
• Sales experience / Collections – Required
• Duty Manager / Service Performance and interval adherence management – Advantageous
• Knowledge of Contact Centre processes, methodologies, systems, and technologies

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Key Competencies

Skills and Abilities (what must I be able to do / display):

• Empathy
• Leadership
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks

Management/Supervisory Responsibility:

This position does have a supervisory responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders

Location:

Cape Town

,

South Africa

Time Type:

Full time

Contract Type:

Permanent