Collections Team Leader

1 week ago

Durban, South Africa OUTWORX CONTACT CENTRE Full time

Outworx is a leading outsourcer dedicated to providing top-notch services while ensuring compliance and ethical practices. We value teamwork, professionalism, and commitment to achieving outstanding results.

**Position Overview**:
**Key Responsibilities**:

- Manage and lead a team of debt collection professionals, providing guidance, support, and coaching to ensure team success.
- Oversee day-to-day operations, including monitoring call quality, productivity, and adherence to compliance regulations and company policies.
- Develop and implement strategies to meet and exceed collection targets, analyzing team performance and implementing improvements as needed.
- Conduct regular team meetings, training sessions, and performance evaluations to enhance team skills and performance.
- Collaborate with other departments to optimize processes and ensure a seamless workflow.
- Generate reports and analyze data to identify trends, strengths, and areas for improvement.
- Serve as a point of contact for escalated customer issues, striving to resolve disputes effectively and maintain customer satisfaction.

**Qualifications**:

- Minimum of 2 years of experience in debt collection, with at least 2 - 3 years in a team leadership or management role within the UK Line of business
- Excellent knowledge of debt collection regulations and practices in the UK.
- Strong leadership and interpersonal skills, with the ability to motivate and develop a team.
- Proven track record of meeting or exceeding collection targets while maintaining high standards of compliance and customer service.
- Exceptional communication and negotiation skills.
- Proficiency in relevant software and systems used in debt collection operations.
- Matric or NQF equivalent

**Benefits**:

- Competitive salary and performance-based incentives.
- Opportunities for career growth and professional development.

Supportive and collaborative work environment

**Salary**: R15,000.00 per month

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