Role Overview
The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Collection Agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives.
Revenue and Efficiency
Ensure that the team and the agents' key performance targets are met in line with business requirements
Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained
Set and maintain production standards and targets in line with departmental requirements
Meet team efficiency targets as per KPA requirements for department
Ensure that an exceptional customer experience is consistently achieved
Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained
Promote excellent customer service orientation within team of Agents and across the wider business
Continuously improve customer experience and service delivery statistics
Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity
Ensure service level agreements are adhered to
Ensure that the departments service level agreements are in place and are achieved
Constantly engage with management regarding any challenges identified to mitigate through appropriate measures
People management
Ensure all team members have KPA's and personal development plans in place with clear and tangible goals
Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards.
Foster an environment that encourages and rewards innovation and challenges current methodologies
Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department
Initiate and participate in motivational team and departmental activities
Effective workforce planning ensuring adequate resources are in place to meet departmental objectives
Ensure all agents follow the leave management process and that all leave has been captured and approved
Identify and manage behaviour in line with prescribed legislation and company policies and procedures
Reporting
Capture required data in order to ensure all systems are up to date and accurate
Manage and track the team's performance hourly, daily, weekly and monthly
Provide accurate reports in line with the departments requirements
Identify adverse variances and / or negative trends and proactively develop action plans to address this
Provide operational feedback to the Management team by identifying trends through data analysis
Quality control
Monitor calls and provide relevant feedback for improvement
Conduct regular coaching in order to improve quality of service delivery
Take appropriate action when quality standards are not met or upheld
Projects
Participate in any projects as per the agreed KPA
Assist with the implementation and optimization of projects and assignments
Motivation
Initiate and participate in motivational team and departmental activities
Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents
Complete motivational tasks within the required timeframes
Required Skills & Competencies
Negotiation & Persuasion
Strong ability to handle objections and resistance
Skilled in reaching agreements without damaging compliance boundaries
Emotional Intelligence & Resilience
Comfortable dealing with hostile, stressed, or evasive customers
Ability to remain calm and professional under pressure
High tolerance for rejection and difficult conversations
Financial Assessment
Ability to analyze income, expenses, and affordability
Recommend realistic repayment solutions
Legal & Compliance Awareness
Knowledge of debt collection laws
Understanding of when and how to escalate cases legally
Communication Skills
Clear, firm, and professional tone (verbal and written)
Ability to explain consequences without making threats
Familiarity with:
Settlement negotiations
Debt restructuring
Pre-legal and legal handover processes
Requirements
Qualifications & Accreditations
Grade 12 / Matric or Equivalent
A relevant tertiary qualification would be advantageous
Legal & Compliance Requirements
Must understand:
NCA (National Credit Act) Compliance
NCR (National Credit Regulator)
CFDC (Council for Debt Collectors)
Experience & Skills
Minimum of 3 years' experience within the Collections industry in a Contact Centre environment
Must have at least 1 to 2 years' experience in leading a team within a target driven environment
Competent in MS Office packages, particularly MS Word, Excel and Outlook
Clear credit and criminal record
Effective communication skills (verbal and written)
Must be available to work shifts, weekends and public holidays
Attributes & Behaviours
Strong motivational and leadership abilities with a positive attitude
Effective decision making and problem solving abilities
Deadline and target driven
Recognise opportunities for improvement and use initiative to introduce them
Excellent interpersonal and communication (both verbal and written) skills
Ability to work independently as well as within a team
Excellent planning and organisational skills with a proactive approach
Attention to detail and the ability to interpret data
Resilient and change orientated
Closing Date 30 April 2026