Senior Collections Team Leader

O'Brien Recruitment

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O'Brien Recruitment

Cape Town, South Africa



Applications for this position closed on 12/Nov

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Senior Collections Team Leader

Location Cape Town, South Africa
Employment Type Contract
Seniority Level Mid Senior
Experience 5 to 5 years
Remuneration Type Cost to company
Remuneration Frequency Monthly
Benefits -
03/10/2019 Reference Number: O'B3245880104
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  • Collections
  • Finance
  • Reporting
  • Supervising
  • Team Leadership

Job Description

We are looking for a skilled Team Leader who can lead collections agents to better performance and improve service quality. Need to have a proven record of accomplishment in managing a team of >10 collections agents in an Inbound/Outbound collections contact centre.

  • Collection Experience minimum of 5 years relevant experience, 2 of which at a senior team leader capacity
  • Education: Matric, Possessing or working towards a B.Degree or diploma would be advantageous.
  • Language: English, Afrikaans, An additional official language would be advantageous

Ability to:

  • Provide collection agents with opportunities to expand their knowledge of negotiation.
  • Able to work to a high degree of accuracy and interpret/communicate complex results and data
  • A proactive approach to new challenges
  • Exceptional written and verbal communication.
  • Excellent interpersonal, and customer service skills, as well as comprehensive knowledge of best practice collection techniques.
  • Be customer focused with an attitude and partnering skills to build and keep a positive rapport with management, school management, parents and your team
  • Work independently and lead the team when under pressure and deliver to multiple and challenging deadlines
  • Work on multiple systems with a strong working knowledge of Microsoft Office Excel
  • Work well in a team-oriented environment
  • Strong understanding of fundamental accounting principles, credit practices and collection regulations

Responsible for:

  • Hiring, training, coaching call centre agents
  • Develop collections agents
  • Answering agents questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by agents
  • Lead team meetings
  • Manage diverse staff in an environment of change
  • Implement tactical collection campaign
  • Analyse call centre data, and focus on improving performance and processes to better support school management and parents
  • Assist the Collections Manager and other management team members in identifying trends and establishing call centre goals
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed
  • Preparing reports and analysing call centre data to improve processes, ensure resources are appropriately allocated, and maximise efficiency and customer satisfaction
  • Taking on other tasks or projects to support agents, collection manager, and collection support team
  • Time and attendance management
  • Staff performance monitoring and management
  • Design and implement tactics using the phone, email, SMS, WhatsApp and other social media tools.
  • Organise and prioritise own and team workloads
  • Use existing call centre technology to meet business & customer/associate satisfaction goals
  • Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements


Company Description

Centralised Collections Call Centre for schools

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