Team Manager: Early Stage Collections

Tenacity Financial Services; Cape Town; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Tenacity Financial Services in Cape Town is seeking a results-driven Team Leader to manage a daily operations cycle for Early Stage Collection agents. You will drive performance, plan and supervise the team to maximise collection of outstanding revenue, and ensure adherence to policies.

You will coach and mentor agents, conduct QA audits, manage staffing, leave, and reporting, and align activities with departmental objectives and KPIs. This role is on-site in Cape Town.

Qualifications

• Management experience leading a customer service or collections team.
• Experience coaching and developing agents to improve performance.
• Ability to establish and monitor performance metrics.
• Experience with workforce management scheduling.

Responsibilities

• Manage daily operations for Early Stage Collection agents.
• Coach and mentor team members; conduct QA audits weekly.
• Handle team administration: probation reviews, attendance, leave, and payroll inputs.
• Set and report on individual targets; drive departmental KPI performance.

Skills

Team Leadership

Coaching & Mentoring

Performance Monitoring

WFM Scheduling

QA Audits

Policy Adherence

Job description

To manage the daily activities and driving the performance of a team of Early Stage Collection agents, in order to meet the business objectives by improving and maximising the collection of outstanding revenue for private label card accounts through successful planning, directing, and supervision.

Main Activities

1. Manage daily operations

• Develop and implement programs and procedures to improve collector and collecting productivity
• Manage measurement standards for the improvement of performance and operational effectiveness
• Resolves customer complaints and queries
• Ensures acceptable levels of delinquency and minimises write-offs by directing personal in the management of their queues
• Ensure correct collection procedures are followed and give direction to employees on what to do and how to improve
• Develop, plan, and implement section goals and objectives
• Demonstrates continuous effort to improve operational processes and work cooperatively and jointly to provide quality customer service
• Review delinquent accounts
• Manage staffing forecasts and WFM schedule requirements
• Manage adherence to Collection procedures
• Collate and effectively utilise Collection reports
• To action any ad-hoc requests

2. Coaching and mentoring of team

• Identify training needs and ensure adequate training and coaching takes place
• Upskill team in resolving escalated customer queries
• Develop the team through motivation, counselling, soft skill training and product knowledge education
• Conduct QA audits for all agents on a weekly basis

3. Team Administration

• Ensure new starters effectively transition into the team
• Conduct probation review meetings during first 3 months of employment
• Address any behavioural concerns in line with the Company’s Disciplinary Policy
• Manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.
• Ensure trackers (IR, Absence & PIP) are updated on a daily basis
• Ensure all leave transactions is processed on ESS
• Manage the waybill and overtime/special time to payroll
• Ensure the termination process is completed for all employees leaving the business

4. Team performance, monitoring and reporting

• Set, track and report on individual targets for each agent within the team
• Collate and effectively utilize reports for performance management of department KPI’s
• Conduct monthly performance reviews with team
• Address any underperformance in line with the Company’s Performance Improvement Policy