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 protected].
• For direct enquiries, contact Kay-Leen du Preez at [email protected].
• 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.