Team Leader Collections Call Centre Day Shift – Durban | Job Summary and Application Guide
Position Overview
Role: Team Leader – Collections Call Centre (Day Shift)
Company: Mr Price Group
Department: Mr Price Money
Location: Durban, KwaZulu-Natal, South Africa
Work Arrangement: On-site
Mr Price Money is offering an opportunity for an experienced Team Leader – Collections Call Centre to join their Durban-based team. This role is focused on leading, developing, and motivating a collections team while ensuring operational excellence, customer satisfaction, and achievement of departmental targets.
The successful candidate will be responsible for managing a team of collections call centre agents by providing guidance, coaching, performance support, and continuous development. This position requires an individual who understands debt collections operations, customer engagement, compliance requirements, and the importance of achieving recovery targets while maintaining a positive customer experience.
The Team Leader will play a key role in ensuring that the collections department operates efficiently by monitoring performance, analysing reports, identifying improvement opportunities, and implementing strategies that support business objectives. The ideal candidate should have strong leadership skills, experience in collections, and the ability to work in a fast paced call centre environment.
Main Purpose of the Role
The main purpose of the Team Leader Collections Call Centre role is to drive team performance and operational success by managing a group of collections agents and ensuring that business targets are achieved.
The successful candidate will be responsible for coaching and supporting agents to improve their collections performance, customer interactions, and overall productivity. The role requires a balance between achieving financial recovery goals and ensuring customers receive professional and respectful service throughout the collections process.
The Team Leader will monitor key performance indicators, provide feedback to team members, identify training needs, and implement performance improvement plans where necessary. They will also ensure that all collections activities are conducted according to relevant legislation, company policies, and industry standards.
This role requires a hands-on leader who can inspire a team, solve problems, manage challenges, and create a culture of accountability and continuous improvement.
Key Responsibilities
The Team Leader Collections Call Centre will be responsible for managing daily operations and ensuring that the collections team performs effectively.
Key responsibilities include:
- Leading, motivating, and managing a team of collections call centre agents.
- Ensuring the team consistently achieves departmental collections targets.
- Monitoring individual and team performance through key performance indicators.
- Providing coaching, feedback, and guidance to improve agent effectiveness.
- Supporting employee development through training and succession planning.
- Conducting quality assurance monitoring to improve customer interactions.
- Reviewing customer interactions and ensuring service standards are maintained.
- Managing escalated customer and store queries effectively.
- Resolving team member concerns and providing operational support.
- Handling disciplinary matters when required according to company processes.
- Creating and maintaining a positive team culture.
- Preparing and delivering accurate reports on team performance and collections results.
- Identifying operational challenges and implementing solutions to improve efficiency.
- Ensuring compliance with debt collection legislation and internal procedures.
The Team Leader will also be responsible for ensuring that agents have the necessary support, resources, and knowledge to perform their duties successfully.
Customer Experience and Collections Management
Customer experience is a key focus within this role. Although the primary responsibility is debt collection, the Team Leader must ensure that customers are treated professionally, fairly, and respectfully throughout all interactions.
The successful candidate will ensure that agents follow approved communication standards and provide suitable solutions while managing customer accounts. Strong problem-solving and conflict management skills are required, as collections environments often involve challenging customer conversations.
The Team Leader must also ensure that escalated customer queries are handled efficiently and that complaints are resolved within required timeframes. By improving service quality and agent performance, the role contributes towards maintaining positive customer relationships while supporting business recovery objectives.
Minimum Requirements
Qualification Requirements:
- Matric / Grade 12 qualification
Experience Requirements:
- 3–4 years’ experience in debt collections within a call centre environment.
- 1–2 years’ leadership experience within a call centre environment.
Candidates should have practical experience managing collections teams, working with collection targets, and supporting agents in achieving performance objectives.
Skills and Technical Knowledge Required
The ideal candidate should have strong knowledge of collections operations, financial services, and customer management.
Required knowledge and skills include:
- Debt collection processes and strategies.
- Call centre operations and performance management.
- Credit risk principles.
- Financial services environment knowledge.
- Collections systems and call centre software.
- Reporting and performance analysis.
- Coaching and team development.
- Customer service management.
- Problem-solving and decision-making skills.
Knowledge of relevant legislation is also required, including:
- National Credit Act (NCA)
- Consumer Protection Act (CPA)
- Protection of Personal Information Act (POPIA)
- ICASA-related regulations where applicable
The candidate should understand the importance of compliance and ensure that all collection activities are performed ethically and within legal requirements.
Behavioural Competencies
The successful candidate should demonstrate strong leadership qualities and the ability to manage people effectively.
Leadership and Motivation
The ability to inspire teams, encourage performance, and create an environment where employees can succeed.
Accountability
Taking ownership of team results, operational challenges, and performance outcomes.
Communication
The ability to communicate clearly with employees, customers, and stakeholders.
Coaching and Development
Supporting employees through training, feedback, and continuous improvement.
Problem Solving
The ability to analyse challenges, make informed decisions, and implement effective solutions.
Resilience
The ability to remain focused and productive in a target-driven and demanding environment.
Customer Focus
Ensuring customer interactions remain professional while achieving collections objectives.
Application Strengths to Highlight
Applicants should highlight experience and achievements related to:
- Managing collections teams.
- Achieving call centre and collections targets.
- Coaching and developing agents.
- Monitoring quality and performance metrics.
- Handling customer escalations.
- Understanding debt collection legislation.
- Working with collections systems and reporting tools.
- Improving operational processes.
- Maintaining compliance standards.
The Team Leader Collections Call Centre position is ideal for an experienced collections professional who wants to take the next step into leadership. Candidates who have strong people management skills, collections expertise, and a passion for operational excellence will be well suited for this opportunity.
This role provides the chance to lead a team, influence performance, and contribute directly to the success of a growing financial services operation.