Job Description

Job brief

Role Overview

We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Key Responsibilities



Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.



Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).



Conduct regular performance discussions and implement development plans.



Ensure adherence to quality control guidelines, compliance, and call scripts.



Resolve escalated queries and customer issues effectively.



Collaborate with leadership on process improvements and recovery strategies.



Deliver consistent coaching, feedback, and training to drive agent performance.



Support system and policy enhancements for improved collections efficiency.

Requirements



3-5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.



Proven success in debt collections, preferably in microlending or financial services.



Strong leadership and team development capabilities.



Excellent communication, coaching, and problem-solving skills.



In-depth understanding of:

Debt recovery processes

POPIA (Protection of Personal Information Act)

DebiCheck processes and protocols

Performance management practices

Basic labour law principles



Knowledge of regulatory compliance relevant to collections and credit.



Proficiency in Excel, call centre systems, and reporting tools.



Target-driven and able to work well under pressure.

Working Hours



Monday to Friday: 8:00 AM 5:00 PM or 10:00 AM 7:00 PM (rotational shifts)



Saturday: 8:00 AM 1:00 PM

What We Offer



Competitive basic salary



Performance-based incentive structure



Opportunities for growth and advancement



Supportive and high-performance team culture



Ongoing training and development