Team Manager - Collections
Executive Placements · Bo-Kaap, Western Cape
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Our client is looking for an experienced Team Manager – Collections to lead and drive the performance of a collections team within a high-volume contact centre environment.
The successful candidate will be responsible for managing the day-to-day operations of the team, maximising collections performance, ensuring adherence to collection procedures, and developing employees through effective coaching, mentoring and performance management.
This is a hands-on leadership role suited to someone who is comfortable working with performance targets, operational reports, employee relations and customer escalations.
Key Responsibilities
Operational Management
Manage the daily activities and performance of a team of Collection Agents.
Develop and implement initiatives to improve collection and agent productivity.
Monitor operational performance and ensure agreed standards and targets are achieved.
Review delinquent accounts and ensure effective management of collection queues.
Ensure that correct collection procedures and processes are consistently followed.
Develop and implement team goals and objectives.
Manage staffing forecasts and workforce management (WFM) requirements.
Monitor adherence to collection procedures and operational standards.
Resolve customer complaints, queries and escalated matters.
Compile, analyse and effectively utilise collection and performance reports.
Identify opportunities for continuous improvement in operational processes and customer service.
Team Leadership, Coaching & Development
Lead, motivate and develop a team of Collection Agents.
Identify training and development needs and ensure appropriate coaching is provided.
Coach employees on product knowledge, soft skills and effective customer engagement.
Support team members in resolving escalated customer queries.
Conduct regular quality assurance (QA) audits.
Provide ongoing feedback and guidance to improve individual and team performance.
Performance Management
Set, monitor and report on individual and team performance targets.
Track key performance indicators (KPIs) and use reporting data to drive performance.
Conduct regular performance reviews with team members.
Identify and address underperformance in line with company performance management processes.
Implement appropriate performance improvement plans where required.
Team Administration & Employee Relations
Ensure new employees transition effectively into the team.
Conduct probation review meetings during the first three months of employment.
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