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Collections Team Manager
3 weeks ago
Our client, a leading South African microlending company based in Cape Town has a vacancy:
**Job Title**:Collections Team Manager
**Location**:Cape town
**Department**:Collections **Reporting to**:Head of Collections
Role Overview
We are looking for a motivated and experienced **Collections Team Manager**to lead a high
Key Responsibilities
- Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
- Monitor and analyze team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
- Conduct regular performance discussions and implement development plans.
- Ensure adherence to quality control guidelines, compliance, and call scripts.
- Resolve escalated queries and customer issues effectively.
- Collaborate with leadership on process improvements and recovery strategies.
- Deliver consistent coaching, feedback, and training to drive agent performance.
- Support system and policy enhancements for improved collections efficiency.
**Requirements**:
- 3-5 years’ experience in a high-volume call center, with 2 years+ in a management or supervisory role.
- Proven success in debt collections, preferably in microlending or financial services.
- Strong leadership and team development capabilities.
- Excellent communication, coaching, and problem-solving skills.
- In-depth understanding of:
- Debt recovery processes
- POPIA (Protection of Personal Information Act)
- DebiCheck processes and protocols
- Performance management practices
- Basic Labour law principles
- Knowledge of regulatory compliance relevant to collections and credit.
- Proficiency in Excel, call center systems, and reporting tools.
- Target-driven and able to work well under pressure.
Working Hours
- Monday to Friday**:8:00 AM - 5:00 PM**or **10:00 AM - 7:00 PM**(rotational shifts)
- Saturday**:8:00 AM - 1:00 PM**
What the Company Offers
- Competitive basic salary: R21 820
- Performance-based incentive structure capped at R10 000
- Opportunities for growth and advancement
- Supportive and high-performance team culture
- Ongoing training and development
**Job Types**: Full-time, Permanent
Pay: R18 000,00 - R21 820,00 per month
Work Location: In person