Collections Team Manager

17 hours ago

Cape Town, South Africa Liquid Thought Full time

Job brief Role Overview We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates coaching and managing team members and ensuring adherence to compliance and quality standards. Key Responsibilities Lead support and motivate a team of Collections Agents to meet daily weekly and monthly targets. Monitor and analyse team performance using KPIs (kept rate PTP recovery rate QC scores). Conduct regular performance discussions and implement development plans. Ensure adherence to quality control guidelines compliance and call scripts. Resolve escalated queries and customer issues effectively. Collaborate with leadership on process improvements and recovery strategies. Deliver consistent coaching feedback and training to drive agent performance. Support system and policy enhancements for improved collections efficiency. Requirements 3-5 years experience in a high-volume call centre with 2 years in a management or supervisory role. Proven success in debt collections preferably in microlending or financial services. Strong leadership and team development capabilities. Excellent communication coaching and problem-solving skills. In-depth understanding of: Debt recovery processes POPIA (Protection of Personal Information Act) DebiCheck processes and protocols Performance management practices Basic labour law principles Knowledge of regulatory compliance relevant to collections and credit. Proficiency in Excel call centre systems and reporting tools. Target-driven and able to work well under pressure. Working Hours Monday to Friday: 8:00 AM – 5:00 PM or 10:00 AM – 7:00 PM (rotational shifts) Saturday: 8:00 AM – 1:00 PM What We Offer Competitive basic salary Performance-based incentive structure Opportunities for growth and advancement Supportive and high-performance team culture Ongoing training and development Key Skills Computer Hardware Fund Management Attorney At Law Jni Analytics Employment Type Full Time Experience: years Vacancy: 1 #J-18808-Ljbffr

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