Role Overview

We are looking for a motivated and experienced Collections Team Manager to lead a high-performance team of Collections Agents. The successful candidate will be responsible for driving recovery rates, coaching and managing team members, and ensuring adherence to compliance and quality standards.

Key Responsibilities

• Lead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.
• Monitor and analyse team performance using KPIs (kept rate, PTP, recovery rate, QC scores).
• Conduct regular performance discussions and implement development plans.
• Ensure adherence to quality control guidelines, compliance, and call scripts.
• Resolve escalated queries and customer issues effectively.
• Collaborate with leadership on process improvements and recovery strategies.
• Deliver consistent coaching, feedback, and training to drive agent performance.