Job Description

Overview

The Team Leader is responsible for leading, developing, and motivating a team of customer service and collections agents to achieve performance targets while maintaining high levels of customer experience, regulatory compliance, and operational excellence. This role requires 1–2 years of relevant experience along with strong presentation and analytical skills.

Qualifications

Qualifications and Experience:

• Matric / Equivalent qualification.
• 2-3 years of experience in a Team Leader role within a contact center environment.
• Proven experience in a collections, customer service environment (Essential)
• Experience in coaching and managing a team to meet performance targets.

Technical skills

• Intermediate Microsoft Excel skills (VLOOKUP/XLOOKUP, PivotTables, charts, filters)
• Strong PowerPoint skills for creating presentations and performance updates

Responsibilities

Key Responsibilities

People Management

• Lead and manage a team of agents, providing coaching, feedback, and continuous development.
• Conduct regular 1:1s, performance reviews, and development planning.
• Manage scheduling, adherence, and attendance to meet campaign needs.
• Promote a positive, collaborative, and performance‑driven team culture.

Operational Performance

• Drive performance across key metrics including collections yield, PTP conversions, call quality, and CSAT.
• Review and interpret performance dashboards to identify trends and opportunities.
• Support escalations and resolve complex customer queries.
• Ensure consistent application of collections strategies, negotiation techniques, and customer support processes.

Quality & Compliance

• Ensure team adherence to collections regulations, customer protection guidelines, and data privacy requirements.
• Complete quality assessments and deliver structured feedback.
• Proactively identify compliance risks and correct behaviors quickly.

Coaching, Training & Facilitation

• Deliver regular coaching sessions, huddles, and skills‑development exercises.
• Facilitate team workshops and training interventions to improve capability and performance.
• Share best practices and reinforce high‑quality customer interactions.

Reporting & Communication

• Prepare and deliver performance reports to managers and stakeholders.
• Communicate operational updates, process changes, and campaign objectives clearly.
• Maintain accurate records of team performance, compliance issues, and development activities.

Key Skills & Competencies

• 1–2 years of experience in collections, customer service, or a related leadership role
• Strong leadership and people management ability
• Excellent written and verbal communication
• Ability to facilitate sessions, workshops, and small group training
• Analytical and data‑driven problem‑solving ability
• Negotiation, conflict resolution, and customer‑centric decision‑making
• High emotional intelligence and resilience

Performance Metrics (KPIs)

• Collections yield and payments secured
• PTP (Promise-to-Pay) conversion rates
• Call quality audit scores
• CSAT and customer sentiment
• AHT and schedule adherence
• Attendance and retention
• Compliance audit scores