About the position
Job Title: Collections Team Manager
Location: Cape Town
Department: Collections
Reports to: Head of Collections
Incentives: Performance-based incentives available
Overview:
Hire Resolve's Client is seeking to hire a Collections Team Manager to join their team in Cape Town. The role focuses on driving collections success through effective leadership, coaching, and compliance management.
Key Responsibilities:
- Lead and inspire a team of Collections Agents to consistently meet performance targets.
- Monitor KPIs such as kept rate, PTP, recovery rate, and quality scores.
- Conduct regular one-on-one performance discussions and implement action plans.
- Ensure strict adherence to compliance, quality assurance, and call script standards.
- Resolve customer escalations and support complex case management.
- Work closely with leadership to enhance recovery strategies and operational processes.
- Provide ongoing coaching, feedback, and training to build agent capability.
- Contribute to system and policy improvements to optimise collection outcomes.
Requirements:
- 3–5 years’ experience in a high-volume call centre, with at least 1–2 years in a supervisory or managerial role.
- Demonstrated success in debt collections, ideally within microlending or financial services.
- Strong leadership and team development skills.
- Excellent communication, coaching, and conflict resolution abilities.
- Sound understanding of:
- Debt recovery processes
- POPIA and data privacy compliance
- DebiCheck protocols
- Performance management principles
- Basic labour legislation
- Proficiency in Excel, call centre software, and reporting tools.
- Target-driven mindset with the ability to perform under pressure.
Looking for a Career Move?
Contact Hire Resolve:
- Our client is offering a competitive salary for the Collections Team Manager role (based on experience).
- Apply now at hireresolve.us or email your CV to [Email Address Removed].com.
- For direct enquiries, contact Kay-Leen du Preez at [Email Address Removed].
- Subject line: Collections Team Manager
If you're a match, we’ll call you within 3 days. If not, we’ll keep your CV on file for future roles.
Desired Skills:
- Collections Team Manager - (Credit Provider Indust
- Collections Team Manager - (Credit Provider Indust
- Collections Team Manager - (Credit Provider Indust
