Lead and inspire a team of collections agents to achieve key performance targets, ensure compliance with regulations, and deliver outstanding customer experience. This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.
Responsibilities
- Lead and Motivate: Manage and inspire a team of call centre agents to consistently achieve departmental targets.
- Customer Experience: Ensure exceptional customer interactions by leveraging training, performance management, succession planning, and quality assurance monitoring. Report on key metrics to drive continuous improvement.
- Team Support: Foster a positive team culture by resolving associate queries, handling disciplinary matters and implementing culture-building initiatives.
- Escalation Management: Efficiently resolve escalated queries from customers and stores to ensure prompt and effective solutions.
- Operational Excellence: Drive collections effectiveness through strategic execution, agent coaching, ongoing training, and performance monitoring.
- Compliance: Ensure strict adherence to debt collection regulations and internal policies.
- Reporting: Deliver accurate and timely reports on team performance and collections metrics.
Qualifications
- Matric (Grade 12)
- 3–4 years in a debt collections experience within a call centre environment
- 1 – 2 years leadership experience within a call centre environment (advantage)
- Knowledge of relevant debt collection legislation (CPA, ICASA, NCA, POPIA)
- Proficiency with call centre software and collections systems
- Understanding of Financial Services, Credit Risk, and Collections Operations & Strategy
