Job Description

• 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