Team Leader Collections Call Centre Day Shift - Mr Price Money Durban at Mr Price Group

Job Description


This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.


Responsibilities


Lead and Motivate: Manage and inspire a team of call centre agents to consistently achieve departmental targets.
Customer Experience: Ensure exceptional customer interactions by leveraging training, performance management, succession planning, and quality assurance monitoring. Report on key metrics to drive continuous improvement.
Team Support: Foster a positive team culture by resolving associate queries, handling disciplinary matters, and implementing culture-building initiatives.
Escalation Management: Efficiently resolve escalated queries from customers and stores to ensure prompt and effective solutions.
Operational Excellence: Drive collections effectiveness through strategic execution, agent coaching, ongoing training, and performance monitoring.
Compliance: Ensure strict adherence to debt collection regulations and internal policies.
Reporting: Deliver accurate and timely reports on team performance and collections metrics.


Qualifications


Matric (Grade 12)
3 - 4 years in a debt collections experience within a call centre environment
1 - 2 years leadership experience within a call centre environment
Knowledge of relevant debt collection legislation (CPA, ICASA, NCA, POPIA)
Proficiency with call centre software and collections systems
Understanding of Financial Services, Credit Risk, and Collections Operations & Strategy