Please take note of working hours as follows: Mondays – Thursday: 08h00 to 16h30 Fridays: 07h00 to 15h30 Saturdays: 08h00 to 13h00 (at least 2 Saturdays a month) Responsibilities: Manage team performance, set objectives, and review KPIs Take over calls during escalations and handle performance metrics Create reports (hourly, daily, weekly, monthly) Identify and address underperformance and implement improvement plans Conduct internal reviews and drive performance optimization Assist with training and upskilling Debt Collectors Work closely with QA to ensure proper call handling and etiquette Maintain team motivation, office discipline, and clear communication Hire and onboard new employees as needed Requirements: Matric 3-5 years relevant experience Strong communication, leadership, and conflict resolution skills Ability to manage and motivate a team effectively

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