Collections Team Leader- JHB

Role Purpose

The Collections Team Leader's role is to instill and drive exceptional team performance culture by actively inspiring and motivating the team to payment goals. The work environment is fast-paced, and the team leader often moves from one task to another, answering questions, holding meetings, coaching & training collectors, and acting as an encouraging voice.

• Grade 12 / Matric.
• Must have a Clear ITC and Criminal Record
• A Degree/Diploma in any related field will be an added advantage.
• 5+ years of Collections work experience in a Contact Centre Recoveries.
• 2+ years Team leader experience in a Collections environment within a BPO/Call Centre
• Proficiency in MS Office and adept in Google suite.
• Proven Product knowledge & Systems competence.
• Own vehicle is preferred due to International hours and seven-day operation.
• Must have experience (with the flexibility) in working International shifts from South Africa.

• Responsible for supervisory support, coordinating the Collection team, supporting Collection Reps, and ensuring Collection targets are achieved.
• Take ownership and drive overall performance and manage the end-to-end processes.
• Ensure efficiency of Collection productivity and hourly performance activities.
• Report on performance of team members and mission-related goals.
• Produce reports to gauge output per sales Rep.
• Improve Collection process insight and adherence through call analysis.
• Recruit, Train, and Coach the Collection Team.
• Motivate team members and manage attrition.
• Monitor Collection Reps' activities on an ongoing basis and take corrective steps where necessary or make incremental improvements.
• Provide documented individual coaching and feedback sessions to Collection Reps to enable higher conversion ratios.
• Assist new hires such that they are settled on the floor in the shortest possible time frame.
• Client Interactions, where required - Daily/Weekly/Monthly.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Collect and provide data required for various audits.
• Plan and manage performance, skills development, talent, and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
• Hold regular team meetings with minutes.

• Proven ability to compile and manage data - attention to detail; data integrity management, confidentiality.
• Report writing using various MS Office apps (i.e. MS Excel, MS Word, and MS PPT).
• Adept in Google Suite applications (G-Sheets, G-Docs etc).
• Quality and Coaching.
• Researching; ability to search, locate, organise, evaluate, and present information.
• Critically Listening and analysing Collection call recording.
• Efficiency (e.g. PPH, Utilization, RPC, GDPH).