Collections Team Leader

3 days ago


City of Cape Town, South Africa Bianca Consulting Full time
Collections Team Leader: Salt River, CPT
The ideal candidate for this role will be responsible for leading, supporting, motivating and developing
a team of Collection Agents, ensuring that key performance requirements and operational efficiencies
are achieved in line with the company objectives.
R16 000 (plus commission)
Responsibilities

Revenue and Efficiency
* Ensure that the team and the agents’ key performance targets are met in line with business
requirements
* Ensure team and agents quality standards are met and that a high standard of quality is
achieved and maintained
* Set and maintain production standards and targets in line with departmental requirements

Ensure service level agreements are adhered to
* Ensure that the departments service level agreements are in place and are achieved
* Constantly engage with management regarding any challenges identified to mitigate through
appropriate measures
People management
* Ensure all team members have KPA’s and personal development plans in place with clear and
tangible goals
* Lead, guide, develop and support your agents by identifying and conducting coaching and
training to achieve performance standards

Quality control
* Monitor calls and provide relevant feedback for improvement
* Conduct regular coaching in order to improve quality of service delivery
* Take appropriate action when quality standards are not met or upheld

Projects
* Participate in any projects as per the agreed KPA
* Assist with the implementation and optimization of projects and assignments

Motivation
* Initiate and participate in motivational team and departmental activities
* Ensure all motivational activities are planned and implemented in line with the motivational
plan to ensure buy-in from agents
* Complete motivational tasks within the required timeframes
Requirements

Team Leader Min Requirements:
* National Diploma or Degree
* Minimum of 2 years’ experience managing a team
* 2 Years Collections Experience
* Lead Management Experience
* Strong evaluation ability, business acumen, and commercial awareness
* Excellent communication, interpersonal, and customer service skills
* Strong Leadership abilities
* Good time management, strategic planning, and organizational skills

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