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

Mr Price Group • Permanent • KwaZulu-Natal, KwaZulu-Natal, South Africa • 1d ago

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