Role Overview:
We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.
Duties & Responsibilities
- Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
- Monitor and analyse 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.
Desired Experience & Qualification
- 3–5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.
- Proven success in debt collections, preferably in microlending / payday loans (≤6 months).
- 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 centre systems, and reporting tools.
- Target-driven and able to work well under pressure.
Package & Remuneration
Working Hours
- Monday to Friday: 8:00 AM – 5:00 PM or 10:00 AM – 7:00 PM
- Saturday: 8:00 AM – 1:00 PM (rotational shifts)
What We Offer
- Competitive basic salary
- Performance-based incentive structure capped at R10,000
- Opportunities for growth and advancement
- Supportive and high-performance team culture
- Ongoing training and development
- 100% paid Medical Insurance
- 100% paid Provident Fund
Job Type: Full-time
Application Question(s):
- How many years of experience do you have in a high-volume call centre environment?
- How many agents have you directly supervised in your previous management role?
Work Location: In person
Pay: R16 000,00 - R21 000,00 per month
Work Location: In person
