Job Description

Responsibilities: Lead, motivate, and manage a team of collections agents to meet and exceed daily, weekly, and monthly targets.

Monitor and report on team performance, including collections metrics, call quality, and customer satisfaction.

Provide regular coaching, feedback, and performance reviews to support agent development and improve results.

Handle escalated customer queries and complaints, ensuring timely and effective resolution.

Ensure compliance with all relevant legislation and internal policies (e.g., CPA, ICASA).

Conduct regular quality assurance checks and implement corrective actions where necessary.

Support recruitment, onboarding, and training of new team members.

Foster a positive team culture through engagement initiatives and consistent communication.

Manage disciplinary processes and resolve internal team issues professionally and fairly.
* Report on financial performance vs. budget to management, highlighting trends and areas for improvement.