Northern Suburbs: COLLECTIONS TEAM MANAGER – Urgently needed posted by Milani IT

Role OverviewWe 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 ResponsibilitiesLead, support, and motivate a team of Collections Agents to meet daily, weekly, and monthly targets.Monitor and analyze 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.Support system and policy enhancements for improved collections efficiency.Requirements35 years experience in a high-volume call center, with 2 years+ in a management or supervisory role.Proven success in debt collections, preferably in microlending or financial services.Strong leadership and team development capabilities.Excellent communication, coaching, and problem-solving skills.In-depth understanding of:oDebt recovery processesoPOPIA (Protection of Personal Information Act)oDebiCheck processes and protocolsoPerformance management practicesoBasic Lab