Job Description

Job Category: Call Centre
:
This role is key to achieving collection targets while maintaining a high standard of customer service.
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.

• Matric (Grade 12)
• Minimum 3 years' experience in a collection's environment
• At least 1 year of Team Leader experience within a call centre environment - preferred.
• Experience in call centre software and reporting tools

• Knowledge and understanding of collections processes, call centre operations, and relevant legislation (CPA, ICASA).
• Excellent communication, coaching, and conflict resolution skills
• Results-driven with a strong focus on team performance and customer experience
• Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.