Collections Team Leader
Core
Leading a team of Customer Service Associates to manage customer contacts and queries, ensuring adherence to SLA KPIs and driving operational excellence in debt collections.
Role type
Team Leader (Debt Collections)
Builds
Customer service operations and collections outcomes
Domain
Financial Services / Debt Collections
Required skills
Team leadership, performance management, SLA adherence, coaching, stakeholder communication, change management, training delivery, KPI tracking, SOP enforcement
Preferred skills
Matric Certificate, 2 years TL experience with Debt Collections experience
Responsibilities
Leading a team of Customer Service Associates, reviewing and managing team member performance, ensuring adherence to Standard Operating Procedures, conducting team meetings and individual status sessions, providing feedback and coaching, supporting new starters through training and onboarding.
Seniority
Mid-level Team Leader
