We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.
Key Responsibilities
Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
Conduct regular performance discussions and implement development plans.
Ensure adherence to quality control guidelines, compliance, and call scripts.
Resolve escalated queries and customer issues effectively.
Collaborate with leadership on process improvements and recovery strategies.
Deliver consistent coaching, feedback, and training to drive agent performance.
Support system and policy enhancements for improved collections efficiency.
Requirements
3-5 years experience in a high-volume call centre, with 2 years+ in a management or supervisory role.
Proven success in debt collections, preferably in microlending or financial services.
Strong leadership and team development capabilities.
Excellent communication, coaching, and problem-solving skills.
In-depth understanding of:
Debt recovery processes
POPIA (Protection of Personal Information Act)
DebiCheck processes and protocols
Performance management practices
Basic labour law principles
Knowledge of regulatory compliance relevant to collections and credit.
Proficiency in Excel, call centre systems, and reporting tools.
Target-driven and able to work well under pressure.
Working Hours
Monday to Friday: 8:00 AM 5:00 PM or 10:00 AM 7:00 PM (rotational shifts)
Saturday: 8:00 AM 1:00 PM
What We Offer
Competitive basic salary
Performance-based incentive structure
Opportunities for growth and advancement
Supportive and high-performance team culture
Ongoing training and development
Liquid Thought is a strategy-led digital innovation agency, delivering tailored solutions that enable its Clients to grow and compete more effectively in the digital economy.
We're a Digital Enabler for leading brands with a strong focus on Customer Experience, Digital Innovation & Transformation Services including Strategy, Experience Design, Technology Delivery and Intelligence / Insights.
Whether you are building your online business, have an idea for a new product, need to re-platform your technology or re-imagine your digital presence, our highly skilled team of creatives, engineers and strategists are standing by to partner you in your journey to becoming more digitally relevant.
To learn more about us, get in touch: hello@liquidthought.co.za | We're always looking for great talent, let us know why you would like to join our team: hireme@liquidthought.co.za
