Team Leader -SP Collections

Concentrix; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading call center company in Durban is looking for a Team Leader to oversee call center associates. The successful candidate will ensure performance metrics are met through effective coaching and supervision. Strong communication skills and the ability to work under pressure are essential. The role requires an associate's degree and two to four years of relevant experience. We encourage individuals who are passionate about developing their team to apply.

Qualifications

• Two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates.
• Ensure performance metrics are achieved by coaching and monitoring.
• Identify performance issues and implement corrective actions.

Skills

Coaching team members

Strong communication skills

Ability to work under pressure

Multi-tasking and prioritization

Mentoring team members

Education

Associate's degree in related field

Job description

Overview

Job title: Team Leader - SP Collections

Job Location: KwaZulu-Natal, Durban

Deadline: October 15, 2025

Responsibilities

• The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates.
• This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule