About the Role

Our client is looking for an experienced Team Manager – Collections to lead and drive the performance of a collections team within a high-volume contact centre environment.

The successful candidate will be responsible for managing the day-to-day operations of the team, maximising collections performance, ensuring adherence to collection procedures, and developing employees through effective coaching, mentoring and performance management.

This is a hands-on leadership role suited to someone who is comfortable working with performance targets, operational reports, employee relations and customer escalations.

Key Responsibilities

Operational Management

• Manage the daily activities and performance of a team of Collection Agents.

• Develop and implement initiatives to improve collection and agent productivity.

• Monitor operational performance and ensure agreed standards and targets are achieved.

• Review delinquent accounts and ensure effective management of collection queues.

• Ensure that correct collection procedures and processes are consistently followed.

• Develop and implement team goals and objectives.

• Manage staffing forecasts and workforce management (WFM) requirements.

• Monitor adherence to collection procedures and operational standards.

• Resolve customer complaints, queries and escalated matters.

• Compile, analyse and effectively utilise collection and performance reports.

• Identify opportunities for continuous improvement in operational processes and customer service.

Team Leadership, Coaching & Development

• Lead, motivate and develop a team of Collection Agents.

• Identify training and development needs and ensure appropriate coaching is provided.

• Coach employees on product knowledge, soft skills and effective customer engagement.

• Support team members in resolving escalated customer queries.

• Conduct regular quality assurance (QA) audits.

• Provide ongoing feedback and guidance to improve individual and team performance.

Performance Management

• Set, monitor and report on individual and team performance targets.

• Track key performance indicators (KPIs) and use reporting data to drive performance.

• Conduct regular performance reviews with team members.

• Identify and address underperformance in line with company performance management processes.

• Implement appropriate performance improvement plans where required.

Team Administration & Employee Relations

• Ensure new employees transition effectively into the team.

• Conduct probation review meetings during the first three months of employment.

• Manage behavioural concerns in accordance with company policies and procedures.

• Manage absenteeism and return-to-work processes.

• Maintain accurate employee-related trackers and records.

• Ensure leave transactions are processed correctly.

• Manage overtime and relevant payroll submissions.

• Ensure appropriate exit and termination processes are completed for departing employees.

• Support effective recruitment and onboarding of new team members.

Resources & Capacity

• Ensure the team has the appropriate resources, systems and tools required to perform effectively.

• Assist with effective workforce planning and recruitment requirements.

Minimum Requirements

• Grade 12 / Matric.

• Minimum 5 years' experience within a call centre environment.

• Minimum 3 years' experience in a similar team management role.

• Proven experience managing a team of 20 or more employees.

• Experience in Employee Relations, poor performance management and absenteeism management.

• Strong understanding of call centre processes and methodologies.

• Experience within a collections, account management or credit environment.

• Knowledge and understanding of consumer credit / retail credit principles.

• Strong verbal and written communication skills.

• Ability to communicate effectively at all levels.

• Good working knowledge of MS Outlook, MS Word and MS Excel.

Key Competencies

The ideal candidate will demonstrate:

• Strong leadership and people-management skills.

• A performance-driven approach.

• Excellent coaching and mentoring ability.

• Strong analytical and reporting skills.

• Confidence managing difficult conversations and escalated matters.

• Sound understanding of collections processes and targets.

• Excellent organisational and administrative skills.

• Ability to work effectively in a high-pressure, target-driven environment.

• Strong customer service orientation.

• A proactive approach to identifying and improving operational performance.

What Success Looks Like

Success in this role will be measured through the effective leadership and development of the collections team, achievement of operational and collection targets, adherence to processes and quality standards, and the ongoing improvement of team productivity and performance.