Team Leader Collections

LOCATION Cape Town ZA JOB TYPE Full-Time POSITION OVERVIEW At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry‑leading organization. We’re seeking an experienced Team Leader to guide a high‑performing team in our Collections Department. Our client delivers innovative connectivity and entertainment solutions with a strong focus on customer experience. The ideal candidate has proven leadership skills a keen eye for detail and a track record of driving performance and achieving results. This position requires working hours aligned with the United States ensuring seamless communication and collaboration across teams and stakeholders within this time zone. To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief pre‑employment test. POSITION RESPONSIBILITIES Key Responsibilities Lead and support a team of 1520 collection agents ensuring consistent achievement of individual and team goals. Monitor key performance indicators and implement strategies to improve operational efficiency. Conduct regular performance evaluations provide coaching and feedback and manage performance improvement plans. Oversee daily operations ensuring compliance with company policies quality standards and productivity benchmarks. Analyze data to report on team performance efficiency metrics and collection outcomes. Manage attendance schedule adherence and equitable workload distribution. Address employee relations issues including disciplinary actions and conflict resolution in accordance with company and labor guidelines. Collaborate with leadership to identify process enhancements and drive continuous improvement. CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION All positive and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities : Grade 12 / National Senior Certificate (NSC); a tertiary qualification in Business Management or a related field is a plus. Minimum of 2 years experience in a supervisory role within a call center (collections experience preferred). Demonstrated ability to effectively manage a team of 1520 agents. Strong understanding of performance management and target tracking. Solid knowledge of Industrial Relations (IR) and experience handling IR‑related matters. Excellent communication coaching and problem‑solving skills. High level of attention to detail and strong organizational abilities. Proficiency in Microsoft Excel and reporting tools is advantageous. CONDITIONS OF EMPLOYMENT All MCI Locations Must be authorized to work in the country where the job is based. Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results. Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada) COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION At MCI we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect from MCI : We understand the importance of balance and support which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy : Annual Leave : Earn paid time off to rest recharge or attend to personal matters. Health Benefits : After probation employees qualify for Medical Insurance. This gives you access to general practitioners chronic medication basic dental and optical care as well as emergency services ensuring essential healthcare support and peace of mind. Career Growth : We prioritize internal promotions and offer clear pathways for advancement across departments. Paid Training : Gain valuable skills and knowledge while earning a salary. Positive Work Environment : Join a collaborative team‑oriented culture that values engagement and support. Casual Dress Code : Enjoy a relaxed dress policy that lets you work comfortably. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same : rewarding effort providing growth opportunities and creating an environment where every employee feels valued. If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today PHYSICAL REQUIREMENTS This job operates in a professional office environment. While performing the duties of this job the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment including a phone copier and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects move objects from place to place hold onto objects and move or exert force up to forty (40) pounds. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources. DIVERSITY AND EQUALITY At MCI and its subsidiaries we embrace differences and believe diversity is a benefit to our employees our company our customers and our community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCIs commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age ancestry color family or medical care leave gender identity or expression genetic information marital status medical condition national origin physical or mental disability political affiliation protected veteran status race religion sex (including pregnancy) sexual orientation or any other characteristic protected by applicable laws regulations and will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotion benefits social and recreational programs and discipline . In addition it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works. ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services. In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of Fastest‑Growing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines. Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech‑enabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70) and Temporary and Administrative Professional Staffing (TAPS Schedule 736) Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to mid‑market Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands : MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC AquaEastWest BPO TeleTechnology and Vinculum. DISCLAIMER The purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an all‑inclusive list of the duties responsibilities skills and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate employment at any time for any reason. Key Skills Hyperion,Acquisition,Asset,ABAP,Basic,Activex Employment Type Full-Time Experience years Vacancy 1 #J-18808-Ljbffr