Collections Team Leader

**Collections Team Leader**

are achieved in line with the company objectives.

**Responsibilities**

**Revenue and Efficiency**
- Ensure that the team and the agents’ key performance targets are met in line with business

requirements
- Ensure team and agents quality standards are met and that a high standard of quality is

achieved and maintained
- Set and maintain production standards and targets in line with departmental requirements
- Meet team efficiency targets as per KPA requirements for department

**Ensure that an exceptional customer experience is consistently achieved**
- Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is

maintained
- Promote excellent customer service orientation within team of Agents and across the wider

business
- Continuously improve customer experience and service delivery statistics
- Ensure Customer Excellence is achieved by driving and maintaining high standards of quality

and integrity

**Ensure service level agreements are adhered to**
- Ensure that the departments service level agreements are in place and are achieved
- Constantly engage with management regarding any challenges identified to mitigate through

appropriate measures

**People management**
- Ensure all team members have KPA’s and personal development plans in place with clear and

tangible goals
- Lead, guide, develop and support your agents by identifying and conducting coaching and

training to achieve performance standards
- Foster an environment that encourages and rewards innovation and challenges current

methodologies
- Promote staff engagement by ensuring adequate measures are in place to improve culture in

the Department
- Initiate and participate in motivational team and departmental activities
- Effective workforce planning ensuring adequate resources are in place to meet departmental

objectives
- Ensure all agents follow the leave management process and that all leave has been captured

and approved
- Identify and manage behaviour in line with prescribed legislation and company policies and

procedures

**Reporting**
- Capture required data in order to ensure all systems are up to date and accurate
- Manage and track the team’s performance hourly, daily, weekly and monthly
- Provide accurate reports in line with the departments requirements
- Identify adverse variances and / or negative trends and proactively develop action plans to

address this
- Provide operational feedback to the Management team by identifying trends through data

analysis

**Quality control**
- Monitor calls and provide relevant feedback for improvement
- Conduct regular coaching in order to improve quality of service delivery
- Take appropriate action when quality standards are not met or upheld

**Projects**
- Participate in any projects as per the agreed KPA
- Assist with the implementation and optimization of projects and assignments

**Motivation**
- Initiate and participate in motivational team and departmental activities
- Ensure all motivational activities are planned and implemented in line with the motivational

plan to ensure buy-in from agents
- Complete motivational tasks within the required timeframes

**Requirements**:
**Team Leader Min Requirements**:

- National Diploma or Degree
- Debt Counselling experience minimum 1 year (NB)
- Minimum of 2 years’ experience managing a team
- 2 Years Collections Experience
- Lead Management Experience
- Strong evaluation ability, business acumen, and commercial awareness
- Excellent communication, interpersonal, and customer service skills
- Strong Leadership abilities
- Good time management, strategic planning, and organizational skills