Team Leader

1 week ago

Durban, South Africa Mr Price Group Full time

This role is key to achieving collection targets while maintaining a high standard of customer service.
- **Qualifications: Matric (Grade 12)
Minimum 3 years’ experience in a collection’s environment
At least 1 year of Team Leader experience within a call centre environment - preferred.
Experience in call centre software and reporting tools

Knowledge and Skills

Knowledge and understanding of collections processes, call centre operations, and relevant legislation (CPA, ICASA).
Excellent communication, coaching, and conflict resolution skills
Results-driven with a strong focus on team performance and customer experience
Mr Price Group Limited is an equal opportunity employer and is committed to Employment Equity.**

Responsibilities: Lead, motivate, and manage a team of collections agents to meet and exceed daily, weekly, and monthly targets. Monitor and report on team performance, including collections metrics, call quality, and customer satisfaction. Provide regular coaching, feedback, and performance reviews to support agent development and improve results. Handle escalated customer queries and complaints, ensuring timely and effective resolution. Ensure compliance with all relevant legislation and internal policies (e.g., CPA, ICASA). Conduct regular quality assurance checks and implement corrective actions where necessary. Support recruitment, onboarding, and training of new team members. Foster a positive team culture through engagement initiatives and consistent communication. Manage disciplinary processes and resolve internal team issues professionally and fairly.
- Report on financial performance vs. budget to management, highlighting trends and areas for improvement.

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