Operations Supervisor

Overview

The Team Leader is responsible for leading, developing, and motivating a team of customer service and collections agents to achieve performance targets while maintaining high levels of customer experience, regulatory compliance, and operational excellence. This role requires 1-2 years of relevant experience along with strong presentation and analytical skills.

Qualifications

Qualifications and Experience:

• Matric / Equivalent qualification.
• 2-3 years of experience in a Team Leader role within a contact center environment.
• Proven experience in a collections, customer service environment (Essential)
• Experience in coaching and managing a team to meet performance targets.

Technical skills

• Intermediate Microsoft Excel skills (VLOOKUP/XLOOKUP, PivotTables, charts, filters)
• Strong PowerPoint skills for creating presentations and performance updates

Responsibilities

Key Responsibilities

People Management

• Lead and manage a team of agents, providing coaching, feedback, and continuous development.
• Conduct regular 1:1s, performance reviews, and development planning.
• Manage scheduling, adherence, and attendance to meet campaign needs.
• Promote a positive, collaborative, and performance-driven team culture.

Operational Performance

• Drive performance across key metrics including collections yield, PTP conversions, call quality, and CSAT.
• Review and interpret performance dashboards to identify trends and opportunities.
• Support escalations and resolve complex customer queries.
• Ensure consistent application of collections strategies, negotiation techniques, and customer support processes.

Quality & Compliance

• Ensure team adherence to collections regulations, customer protection guidelines, and data privacy requirements.
• Complete quality assessments and deliver structured feedback.
• Proactively identify compliance risks and correct behaviors quickly.

Coaching, Training & Facilitation

• Deliver regular coaching sessions, huddles, and skills-development exercises.
• Facilitate team workshops and training interventions to improve capability and performance.
• Share best practices and reinforce high-quality customer interactions.

Reporting & Communication

• Prepare and deliver performance reports to managers and stakeholders.
• Communicate operational updates, process changes, and campaign objectives clearly.
• Maintain accurate records of team performance, compliance issues, and development activities.

Key Skills & Competencies

• 1-2 years of experience in collections, customer service, or a related leadership role
• Strong leadership and people management ability
• Excellent written and verbal communication
• Ability to facilitate sessions, workshops, and small group training
• Analytical and data-driven problem-solving ability
• Negotiation, conflict resolution, and customer-centric decision-making
• High emotional intelligence and resilience

Performance Metrics (KPIs)

• Collections yield and payments secured
• PTP (Promise-to-Pay) conversion rates
• Call quality audit scores
• CSAT and customer sentiment
• AHT and schedule adherence
• Attendance and retention
• Compliance audit scores