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Collections Team Lead

1 week ago

Cape Town, Western Cape, South Africa Sigma Connected Group Full time
Job Description

We are seeking a Customer Service Manager to lead our team of Customer Advisors. The successful candidate will be responsible for driving exceptional operational performance while ensuring full compliance with regulatory standards.

The role involves coaching and developing the team into a high-performance culture, focusing on staffing needs, productivity, and quality. You will manage employees by ensuring continuous communication, feedback, motivation, and adherence to Company Behaviors.

You will oversee various functions such as follow-up on attendance, coaching, and closing off any gaps relating to their KPIs. You will agree and set goals with team members for performance, quality, and development.

The ideal candidate will have experience in collections & sales in a Telecommunications environment, which will be a distinct advantage. You will manage the resolution of customer/agent problems and complaints, maintain up-to-date knowledge of developments in products and services, and coach, develop, and motivate direct reports.

Key Responsibilities
  • Lead a team of Customer Advisors to achieve operational performance targets
  • Develop and implement strategies to improve team performance and productivity
  • Manage employee attendance, coaching, and performance issues
  • Maintain up-to-date knowledge of products and services to provide expert advice to customers