Contact Centre Team Leader - Collections

Skip to main contentCareersDashboardProfileEnglishJoin Talent NetworkSign InSingle PositionIf we can connect, we can create a better future. Join us.View All JobsContact Centre Team Leader - CollectionsJohannesburg, South Africa This role is no longer accepting applicationsRequisition ID285988Date posted07/06/2026Join Us Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.We are currently looking for a Call Centre Team Leader- Debt Collections to join our teamRole Purpose:A Call Centre Team Leader- Debt Collections to lead, coach, and manage a team of Early Collections Agents to achieve collections, quality, and compliance targets within the 1–150 days past-due portfolio. The role drives daily operational performance, ensures consistent application of the soft-collections approach, supports agent development, and serves as the first point of escalation for complex customer interactions. The Team Leader plays a pivotal role in reducing roll-rates into late and pre-legal collections while preserving customer relationships and ensuring full regulatory compliance. This is a 12-month contract positionKey Accountabilities: People ManagementParticipate/ provide input to performance and quality calibration sessionsProvide feedback and coaching to Agents and identify training needsManage and administration of team schedulesEvaluate employee performance and productivity and provide constructive feedback and coachingSet, communicate and monitor individual and team KPIs aligned to Early Collections objectives.Track real-time dialler dynamics, productivity, and collections performance, and intervene promptly when targets are at risk.Coaching, Quality & DevelopmentPerform regular side-by-side coaching, call listening and call quality assessments. Participate in calibration sessions with Quality Assurance to ensure consistent scoring and feedback. Identify skill, knowledge and behavioural gaps and implement targeted coaching interventions. Drive continuous improvement in agent negotiation, objection handling and Promise-to-Pay (PTP) conversion techniques. Support onboarding, induction and ongoing training of new agents. Act as the first point of escalation for complex customer queries, disputes and vulnerable customer casesOperational Delivery & EscalationsAuthorise payment arrangements, settlement offers and concessions within delegated mandate. Monitor dialler strategies, campaign performance and lead allocation in collaboration with the Manager – Early Collections. Identify and resolve operational blockers, system issues and process gaps that impact agent productivity. Ensure accurate, audit-ready capture of customer interactions, commitments and outcomes on PCC (PowerCurve Collections) / Tallyman and collections platforms Compliance, Risk & Fair TreatmentEnsure full team compliance with applicable legislation and internal policies, including: National Credit Act (NCA) Protection of Personal Information Act (POPIA)Debt Collection ActTreating Customers Fairly (TCF) principlesEmbed fair, transparent and respectful customer treatment as a non-negotiable team standard. Identify, escalate and report breaches, risks and control failures to the Manager – Early Collections.Support internal and external audit, key control questionnaires and statutory reporting requirements.Stakeholder Manangent & ReportingEngage daily with Management, Quality Assurance, Training and Collections Strategy teams.Liaise with Collections Specialists and Business Analysts on dispute trends, escalations and process improvements. Produce daily, weekly and monthly performance reports for the Manager – Early Collections. Represent the team in operational...