Team Leader - Collections

WNSCape Town, Western Cape, South Africa

11 days ago

Job description

Overview

WNS Cape Town, Western Cape, South Africa

Team Leader - Collections

WNS Cape Town, Western Cape, South Africa

1 week ago Be among the first 25 applicants

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Job Description

Key Responsibilities :

Team Management & Supervision :

Supervise daily activities of the collections team, ensuring productivity and performance targets are met.

Monitor call handling, call quality, and adherence to schedules.

Allocate work and manage team rosters, attendance, and shrinkage.

Performance Monitoring :

Track team and individual performance through KPIs such as recovery rate, call quality, right party contact (RPC), and promise-to-pay (PTP) conversion.

Conduct regular performance reviews, coaching sessions, and feedback discussions.

Training & Development :

Identify skill gaps and arrange for upskilling or refresher training.

Provide on-the-job support to improve agent performance and handle escalations.

Client & Compliance Management :

Ensure collections are conducted ethically and within regulatory and client compliance guidelines.

Maintain accurate records and reports as per process and audit requirements.

Handle client calls, audits, and reporting requirements effectively.

Motivation & Engagement :

Foster a positive and competitive team environment.

Conduct team huddles, contests, and recognition programs to boost morale and productivity.

Reporting & Communication :

Provide daily, weekly, and monthly reports on team performance, trends, and challenges to management.

Coordinate with QA, Training, and HR teams as needed.

Qualifications

Grade 12

Minimum 2–4 years of experience in a BPO collections process, with at least 1–2 years in a team lead or supervisory role.

Familiarity with collections tools, dialers (predictive / manual), and CRM systems.

Additional Information

Key Skills & Competencies :

Strong leadership and people management skills.

Excellent communication, negotiation, and conflict-resolution skills.

Analytical and target-driven approach.

Ability to work under pressure and manage multiple priorities.

Proficiency in MS Excel and reporting tools.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries : Outsourcing / Offshoring

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Team Leader • Cape Town, Western Cape, South Africa

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