Call Centre Team Manager

We are looking for an experienced and passionate Call Centre Team Manager to lead, motivate, and develop a team of Call centre Agents. 

The Call Centre Team Manager supports the overall collections function by supervising a small team of collectors, monitoring daily performance, and ensuring timely recovery of overdue accounts. This role focuses on operational execution, coaching employees, maintaining compliance, and contributing to process improvements while meeting recovery targets.

Collections Operations Support

• Oversee day‑to‑day activities of a small collections team.
• Monitor queues, workloads, and account assignments to ensure timely follow‑up.
• Track daily and weekly KPIs such as right‑party contact rate, PTP (promise‑to‑pay), and kept‑promise rates.
• Assist with escalated queries, disputes, and customer concerns.

Team Supervision & Coaching

• Conduct call monitoring and provide feedback aligned to QA (Quality Assurance) standards.
• Support collectors in developing effective negotiation, customer service, and compliance skills.
• Participate in team huddles and motivate the team to meet performance expectations.

Customer Engagement & Issue Resolution

• Handle complex or sensitive customer accounts requiring manager involvement.
• Apply fair and ethical negotiation techniques to reach acceptable repayment arrangements.
• Ensure all customer interactions are respectful, compliant, and well‑documented.

Compliance & Quality Assurance

• Ensure team adherence to regulatory, legal, and company policies.
• Maintain audit‑ready documentation of calls, promises, and escalations.
• Identify compliance risks and escalate them to the Collections Manager or Compliance team.

Performance Reporting

• Produce daily/weekly reports on team performance, trends, and exceptions.
• Highlight risks, bottlenecks, and improvement opportunities.
• Support senior managers with data for monthly performance reviews.

Process Improvement

• Identify inefficiencies in workflows, scripts, and systems.
• Suggest practical improvements to enhance recovery, call quality, or operational speed.
• Participate in test‑and‑learn initiatives for new scripts, contact strategies, or tools.

Required Minimum Education

• Diploma or degree in Finance, Law, or related field.

Required Minimum Work Experience

• 4–6 years’ experience in credit control, debt collection, or financial operations.

• At least 2 years’ previous experience as a senior collector, team leader, or acting supervisor.

• Industry-specific experience (banking, retail credit, telecom, etc.) is an advantage.