Debt Review Team Manager

24 hours ago

Randburg, South Africa shapiro shaik defries and associates Full time

**JOB PURPOSE**:
To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance.

**QUALIFICATIONS & EXPERIENCE REQUIREMENTS**:

- Minimum Matric qualification is mandatory.
- Tertiary qualification or course in management is an advantage.
- At least 5 years’ experience in a debt collection call center with minimum 2 years’ leadership experience as a Team Manager/ Supervisor.
- Proven experience in working with debt review and all processes
- Telecommunications experience is an advantage.
- Proven experience in handling IR procedures and performance improvement processes.
- Proficient in utilising reporting platforms.
- Good understanding of the Debt Collectors Act and POPIA regulations.
- Sound understanding of the DebiCheck process.
- Comprehensive knowledge of collections KPIs within the collections account delinquency life cycle.

**KEY RESPONSIBILITIES**:

- Lead and support a team of Debt Collection Agents to achieve daily, weekly, and monthly set targets.
- Monitor call quality and ensure compliance with company policies, the NCA, POPIA, and the Debt Collectors Act.
- Conduct performance reviews, coaching, and training to improve Agent productivity and skills.
- Manage team attendance, adherence, and discipline.
- Oversee daily operations, call flows, and system usage for optimal efficiency.
- Prepare and submit performance and productivity reports.
- Handle escalated debtor queries and ensure professional, ethical customer interactions.
- Identify process or performance issues and implement corrective actions.

**COMPETENCIES AND SKILLS REQUIREMENTS**:

- Ability to work under pressure
- Aptitude in decision-making and problem-solving
- Customer Centric
- Proficient in MS Office packages, especially Word and Excel
- Proven ability to meet targets and deadlines
- Strong leadership and coaching skills
- Strong values of curiosity, collaboration, entrepreneurial spirit, passion for winning and trustworthiness.
- Strong written and verbal communication skills
- Taking accountability and responsibility

**Job Types**: Full-time, Permanent

Pay: From R12 000,00 per month

Application Question(s):

- What is your salary expectation?
- How many years leadership experience do you have in a debt review call centre or financial services?

Work Location: In person

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