Job Description
A dynamic financial services company is seeking an experienced Admin Team Leader to coordinate the administrative functions within Core Connect. The role provides support to the Call Centre, Managers, and agents, ensuring operational excellence and high service standards within the collections environment.
Responsibilities:
Lead and manage the Admin team to ensure daily tasks are completed efficiently.
Monitor agent performance, productivity, and provide daily reports to supervisors and management.
Maintain compliance with SOPs and company procedures.
Provide employee support, including query resolution, training, and coaching for agents.
Coordinate client relationships and respond to client requirements promptly.
Manage the admin queue to ensure all queries are addressed within required timeframes.
Provide operational support to the Call Centre and resolve escalated queries.
Support finance and complaints departments with query resolution.
Conduct high-level investigations and escalate issues to management as needed.
Perform general administration and ad hoc tasks as required.
Requirements:
Matric (NQF4)
Minimum 3 years of administration experience, preferably in debt review or collections
Minimum 3 years of leadership experience
Proficiency in MS Office and IT applications
Excellent query resolution, communication, and interpersonal skills
Basic understanding of collections processes, SLAs, and SOPs
Call Centre or administrative experience; collections experience is a bonus