Call Centre Team Leader: Debt Collections

Job Description

We are looking for an experienced and results-driven Call Centre Team Leader to join our Standard Bank Call Centre at a reputable Law Firm. This role is ideal for a strong leader who can drive performance, manage a high-volume team, and ensure consistent delivery against operational targets. This position is based in Pretoria East.

Key Responsibilities

• Lead, manage, and motivate a team of call centre agents to achieve KPIs and performance targets.
• Monitor team performance, productivity, and service levels.
• Provide ongoing coaching, mentoring, and performance management.
• Handle escalations and resolve complex customer interactions.
• Ensure adherence to compliance and regulatory requirements.
• Analyse performance data and implement strategies to improve efficiency.
• Oversee dialler operations, campaigns, and reporting processes.
• Maintain high standards of quality assurance and operational excellence.

Minimum Requirements

• 4 to 6 years’ experience in a call centre environment.
• 2 to 5 years’ experience in a Team Leader or supervisory role.
• Proven track record of meeting and exceeding KPIs.
• Strong understanding of call centre operations, targets, and performance metrics.
• Experience managing and developing high-performing teams.
• Experience handling escalations and difficult customer interactions.
• Strong communication and interpersonal skills.
• Ability to work under pressure in a fast-paced, high-volume environment.
• Matric (Grade 12) essential.
• Experience within banking, financial services, or legal environments advantageous.

Experience & Exposure

• High-volume inbound and/or outbound call centre environments.
• Collections, customer service, or sales-driven operations.
• Financial services sector (banks, credit providers).
• Dialler systems, campaign management, and call centre technologies.
• Performance management, coaching, and staff development.
• Regulated environments with compliance requirements.
• Improving team performance and operational efficiency.

Key Skills & Competencies

• Strong leadership and people management ability.
• Coaching, mentoring, and staff development skills.
• Performance management and KPI monitoring.
• Excellent problem-solving and decision-making ability.
• Conflict resolution and escalation handling.
• Strong organisational and administrative skills.
• Analytical thinking with reporting capability.
• Adaptability in a fast-paced environment.
• Quality assurance focus and attention to detail.

How to Apply

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