Collections Team Leader

PURPOSE:

Lead and inspire a team of collections agents to achieve key performance targets, ensure compliance with regulations, and deliver outstanding customer experience.

This role focuses on coaching, performance management, reporting, and driving operational excellence within the collections team.

KEY 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 e...