Team Lead Call Centre & Collections

Location:Benmore Johannesburg
Work model: On-site (building and managing a physical call centre)
Salary: R60 000 R80 000 CTC (negotiable for the right candidate)

Why youd want to work here..

• Build a function from the ground up not inherit someone elses mess
• High trust high autonomy direct line to leadership
• Real ownership over how the operation is shaped and scaled
• A true startup environment no red tape no bureaucracy
• Strong growth potential as the business and team scale
• A seat at the table as an incentive scheme is designed around your input

About our client..
Our client is a fast-growing fintech and telco business making smartphone ownership more accessible through innovative financing technology and data. They sit at the intersection of credit risk customer service and collections and are now looking to build a proper call centre and collections function from scratch rather than bolt one onto an existing operation.

What the job involves..

• Building the call centre and collections operating model from the ground up covering inbound outbound and collections
• Setting up systems workflows escalation paths scripts QA frameworks and reporting
• Managing a physical call centre site as the team grows from 6-8 people to as many as 30
• Owning day-to-day performance of inbound support and outbound collections
• Developing a data-driven collections strategy across the full customer lifecycle
• Selecting and managing external debt collection partners including scorecards and SLAs
• Working closely with product data and risk teams to automate and improve processes
• Recruiting training and managing agents and team leaders as the function scales
• Building daily weekly and monthly reporting to track performance
• Ensuring all activity is fair compliant and aligned with customer protection standards

What you need to be considered..

• 4-6 years experience in call centre collections or customer operations ideally with some time spent building or setting up processes rather than just running an existing operation
• Experience in collections ideally across early and late-stage arrears
• Comfortable managing external debt collection agencies
• Working knowledge of CRM systems diallers QA tools and workforce planning
• Experience thats been on the floor not purely strategic or removed from day-to-day operations
• Strong people leadership skills with experience managing teams
• High level of trust and integrity given the autonomous off-site nature of the role

Bonus points if you..

• Have experience in handset financing telco airtime/data or pay-as-you-go consumer finance
• Have worked in a business similar to PayJoy or M-KOPA
• Have built collections journeys using WhatsApp SMS or digital payment links
• Have experience scaling operations in a startup or high-growth environment

Employment Type : Full Time
Experience: years
Vacancy: 1