Job Opportunities in South Africa

Collections Team Leader
The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Collection Agents, ensuring that key performance requirements and operational efficiencies
are achieved in line with the company objectives.

Responsibilities
Revenue and Efficiency

• Ensure that the team and the agents’ key performance targets are met in line with business

requirements

• Ensure team and agents quality standards are met and that a high standard of quality is

achieved and maintained

• Set and maintain production standards and targets in line with departmental requirements

• Meet team efficiency targets as per KPA requirements for department

Ensure that an exceptional customer experience is consistently achieved

• Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is

maintained

• Promote excellent customer service orientation within team of Agents and across the wider

business

• Continuously improve customer experience and service delivery statistics

• Ensure Customer Excellence is achieved by driving and maintaining high standards of quality

and integrity

Ensure service level agreements are adhered to

• Ensure that the departments service level agreements are in place and are achieved

• Constantly engage with management regarding any challenges identified to mitigate through

appropriate measures

People management

• Ensure all team members have KPA’s and personal development plans in place with clear and

tangible goals

• Lead, guide, develop and support your agents by identifying and conducting coaching and

training to achieve performance standards

• Foster an environment that encourages and rewards innovation and challenges current

methodologies

• Promote staff engagement by ensuring adequate measures are in place to improve culture in

the Department

• Initiate and participate in motivational team and departmental activities

• Effective workforce planning ensuring adequate resources are in place to meet departmental

objectives

• Ensure all agents follow the leave management process and that all leave has been captured

and approved

• Identify and manage behaviour in line with prescribed legislation and company policies and

procedures

Reporting

• Capture required data in order to ensure all systems are up to date and accurate

• Manage and track the team’s performance hourly, daily, weekly and monthly

• Provide accurate reports in line with the departments requirements

• Identify adverse variances and / or negative trends and proactively develop action plans to

address this

• Provide operational feedback to the Management team by identifying trends through data

analysis
Quality control

• Monitor calls and provide relevant feedback for improvement

• Conduct regular coaching in order to improve quality of service delivery

• Take appropriate action when quality standards are not met or upheld

Projects

• Participate in any projects as per the agreed KPA

• Assist with the implementation and optimization of projects and assignments

Motivation

• Initiate and participate in motivational team and departmental activities

• Ensure all motivational activities are planned and implemented in line with the motivational

plan to ensure buy-in from agents

• Complete motivational tasks within the required timeframes

Requirements
Team Leader Min Requirements:

• National Diploma or Degree
• Debt Counselling experience minimum 1 year (NB)
• Minimum of 2 years’ experience managing a team
• 2 Years Collections Experience
• Lead Management Experience
• Strong evaluation ability, business acumen, and commercial awareness
• Excellent communication, interpersonal, and customer service skills
• Strong Leadership abilities
• Good time management, strategic planning, and organizational skills