Collections Team Leader

Collections Team Leader is one of the most commercially critical leadership roles in any BPO contact centre. You are responsible for portfolio performance, agent development, and compliance — simultaneously. What You Will Do: • Manage a team of 12–16 Collections Agents to daily, weekly, and monthly liquidation and compliance targets • Monitor real-time dialler performance and agent productivity and intervene when required • Conduct daily team briefings covering targets, compliance updates, and agent performance • Review and action PTP fulfilment rates, contact rates, and agent-level performance daily • Deliver structured weekly one-on-one coaching sessions with each agent • Ensure 100% of your team operates in full compliance with the NCA, Debt Collectors Act, and POPIA • Produce accurate weekly and monthly portfolio performance reports for the Collections Manager • Identify and escalate accounts requiring legal action or external attorney referral What You Bring: • Matric / Grade 12 (essential) • Minimum 2 years collections experience including at least 1 year in a Team Leader or senior agent role • Demonstrated track record of managing a collections team to target • Working knowledge of NCA, Debt Collectors Act, and POPIA • Strong data interpretation and reporting skills Advantageous: CDC registration; NQF Level 5 in Contact Centre Operations; experience on TCS or Strata-G with Team Leader dashboard access What We Offer: • R18,000 – R24,000 per month + team performance bonus • Access to real-time portfolio analytics and team performance dashboards • Structured development pathway to Senior Team Leader and Collections Manager • ShiftMate Verified Assessment required — BPO Layer 1 Screener applied to all candidates you shortlist