Job Description

To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance.
QUALIFICATIONS & EXPERIENCE REQUIREMENTS:

• Minimum Matric qualification is mandatory.
• Tertiary qualification or course in management is an advantage.
• At least 2 years experience in a debt collection call center leadership experience as a Team Leader/ Supervisor.
• Proven experience in working with debt review and all processes
• Telecommunications experience is an advantage.
• Proven experience in handling IR procedures and performance improvement processes.
• Proficient in utilising reporting platforms.
• Good understanding of the Debt Collectors Act and POPIA regulations.
• Sound understanding of the DebiCheck process.
• Comprehensive knowledge of collections KPIs within the collections account delinquency life cycle.

KEY RESPONSIBILITIES:

• Lead and support a team of Debt Collection Agents to achieve daily, weekly, and monthly set targets.
• Monitor call quality and ensure compliance with company policies, the NCA, POPIA, and the Debt Collectors Act.
• Conduct performance reviews, coaching, and training to improve Agent productivity and skills.
• Manage team attendance, adherence, and discipline.
• Oversee daily operations, call flows, and system usage for optimal efficiency.
• Prepare and submit performance and productivity reports.
• Handle escalated debtor queries and ensure professional, ethical customer interactions.
• Identify process or performance issues and implement corrective actions.

COMPETENCIES AND SKILLS REQUIREMENTS:

• Ability to work under pressure
• Aptitude in decision-making and problem-solving
• Customer Centric
• Proficient in MS Office packages, especially Word and Excel
• Proven ability to meet targets and deadlines
• Strong leadership and coaching skills
• Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.
• Strong written and verbal communication skills
• Taking accountability and responsibility

Skills Required