Collections Team Manager
Liquid ThoughtCape Town, Western Cape, South AfricaJob brief
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.
Key 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.
Requirements
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 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 centre 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 We Offer
Competitive basic salary
Performance-based incentive structure
Opportunities for growth and advancement
Supportive and high-performance team culture
Ongoing training and development
Key Skills
Computer Hardware,Fund Management,Attorney At Law,Jni,Analytics
Employment Type : Full Time
Experience : years
Vacancy : 1
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