Collections Team Leader

SUMMARY:
A leading financial services organisation is looking for an experienced Collections Team Manager to lead and drive the performance of a team of Collections Agents.
The successful candidate will be responsible for managing daily collections operations, improving team productivity and maximising the recovery of outstanding revenue on retail credit accounts. This role is ideal for an experienced call centre leader with a strong background in collections, debt recovery, credit collections and performance management.

POSITION INFO:
Key Responsibilities Manage the daily operations and performance of a Collections team. Lead, motivate, coach and develop Collections Agents to achieve individual and team targets. Drive collection performance, productivity and operational effectiveness. Set, monitor and report on individual and team collection targets and KPIs. Review delinquent accounts and ensure appropriate collection procedures are followed. Monitor and improve collection productivity and recovery performance. Identify training and coaching needs and provide ongoing support to team members. Conduct regular coaching, performance reviews and quality assurance audits. Manage escalated customer queries and complaints effectively. Address underperformance in line with the company's Performance Improvement Policy. Manage absenteeism, behavioural concerns and employee relations matters. Manage PIPs, disciplinary processes and absence management where required. Ensure team administration, trackers, leave transactions and payroll-related processes are completed accurately. Work closely with Workforce Management to manage staffing forecasts and scheduling requirements. Compile, analyse and utilise operational and collections reports to drive performance. Ensure employees have the necessary resources and tools to perform their roles effectively. Assist with recruitment and the onboarding of new team members. Ensure new employees transition effectively into the team. Drive continuous improvement of collections processes and customer service. Minimum Requirements Minimum 5 years' experience in a call centre environment. Minimum 3 years' experience in a Collections Team Manager, Team Leader role. Strong experience in collections, debt recovery, credit collections or retail credit. Matric\/ Grade 12 Proven experience managing a team of approximately 20 or more employees. Experience in employee relations, poor performance and absenteeism management. Experience managing team and individual targets and KPIs. Strong understanding of call centre processes and methodologies. Knowledge of consumer credit \/ retail credit and account management principles. Strong verbal and written communication skills. Good working knowledge of MS Outlook, Word and Excel.