Call Centre Team Leader – Debt Collections

Job Description / Key Responsibilities

• Support the recruitment and onboarding of new Collections Agents.
• Train, coach, and mentor agents to improve performance and skill development.
• Monitor and evaluate agent performance in line with established KPI targets.
• Manage and resolve escalated collection matters effectively and professionally.
• Provide ongoing feedback, guidance, and performance support.
• Motivate and lead the team to achieve targets while maintaining high morale.
• Collaborate closely with the Collections Manager, ensuring consistent communication and reporting.
• Demonstrate strong leadership and a proactive, team-oriented approach.

Qualifications & Experience

• Minimum of 5 years' experience in collections or debt recovery.
• Proven experience in a Team Leader or Supervisory role within collections.
• Sound knowledge of debt collection legislation and regulatory r...