Team Leader: Collections at RCS Global

Job description

Main Purpose: To manage a team of +/- 12 Collections staff in order to enable the Department to meet and surpass its strategic objectives, specifically to increase our reductions and decrease our roll rates.The leadership style that is required is a balanced approach of performance and people management to ensure that staff is informed, competent and motivated.The successful candidate will be required to work shifts in line with the Collections operational hours (Mon – Sat), and will report to the Collections Call Centre Manager.

Core Responsibilities and Tasks

• Agree set goals with team members covering performance, quality and development areas
• Focus on career and skills development of team members
• Resolve people-related problems e.g. conflict, absenteeism and disciplinary matters
• Drive the achievement of targets
• Manage and maintain focused and highly motivated team members
• Coach and develop team into a high performance culture
• Manage staffing needs, productivity and quality
• Manage Employees by ensuring continuous communication, feedback, motivation and Company Behaviours are being lived
• Accurate Reporting
• Ensure company policies and procedures are communicated to the team
• Ensure that daily/monthly Collections targets are met

Key Competencies

• Excellent Communication Skills, particularly good written English essential
• Proven Leadership Skills
• Strong Collections orientation
• Planning and organising
• Building and maintaining relationships
• Ability to motivate
• Ability to mentor and develop team for high performance
• Manage successful performance
• Conceptual thinking
• Ability to persuade and influence
• Proven ability to cope with pressure and setbacks
• Strong drive and perseverance
• Attention to detail

Minimum Requirements

• Matric/Grade 12 Certificate.
• Tertiary Certificate/Diploma in management would be advantageous.
• Ability to work shifts when necessary or required.
• Minimum of 2 years recent Collections Team Leader experience in a Financial Call Centre environment essential.
• Computer Literacy – must be proficient and have solid understanding of MS Office suite.
• Understanding of Vision Plus would be advantageous.