Outbound Collections Team Leader

JOB PURPOSE:

To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team performance.

QUALIFICATIONS & EXPERIENCE REQUIRED:

• Minimum Matric qualification is mandatory.
• Tertiary qualification or course in management is an advantage.
• At least 5 years’ experience in a debt collection call centre with a minimum of 2 years leadership experience as a Team Leader/ Team Manager/ Supervisor.
• Experience with handling IR procedures and performance improvement processes.
• Knowledge of the reporting platform.
• Understanding of the POPIA Regulations
• Understanding of the Debi check process

COMPETENCIES & SKILLS:

• Ability to work under pressure
• Aptitude in decision-making and problem-solving
• Customer Centric 
• Proficient in MS Office packages, especially Word and Excel
• Proven ability to meet targets and deadlines
• Strong leadership and coaching skills
• Strong written and verbal communication skills
• Taking accountability and responsibility