Team Leader FS Collections Call Centre Night Shift Mr Price Money Durban
Mr Price Group · Durban, KwaZulu-Natal
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- 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 advantage
- 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