Assistant Manager Operations

The Team Leader Collections is responsible for supervising a team of collection agents to ensure effective debt recovery adherence to compliance standards and achievement of daily weekly and monthly targets. This role involves monitoring team performance coaching agents resolving escalations and ensuring a high-quality customer experience while meeting client and organizational expectations.

Key Responsibilities

1. Team Management & Performance Monitoring

• Lead motivate and manage a team of collection agents to achieve collection targets and KPIs.

• Monitor daily productivity and performance through dashboards reports and call audits.

• Allocate workloads plan schedules and ensure adequate staffing coverage.

2. Coaching & Development

• Conduct regular coaching sessions one-on-one feedback and performance reviews.

• Identify skill gaps and create action plans for improvement.

• Deliver training on communication negotiation compliance and process updates.

3. Collections & Process Management

• Ensure agents follow the prescribed collection strategies scripts and procedures.

• Review delinquent accounts and recommend actions based on risk and customer behavior.

• Support escalated calls and provide resolution for complex cases.

4. Quality Compliance & Governance

• Ensure adherence to regulatory requirements data privacy client-specific compliance and internal policies.

• Conduct call audits and quality checks to maintain process accuracy and minimize errors.

• Maintain documentation and audit readiness for internal/client reviews.

5. Reporting & Analytics

• Prepare daily/weekly/monthly reports on team performance collection efficiency and process gaps.

• Analyze trends and identify improvement opportunities.

• Share insights with management and participate in operational review meetings.

6. Stakeholder Management

• Collaborate with support teams such as Quality Training and Workforce Management.

• Communicate updates changes and client requirements to the team effectively.

• Handle client escalations when needed and ensure timely resolution.

Qualifications :

Matric

Additional Information :

Education & Experience

• 24 years of experience in BPO collections; 1 year in a team leader/supervisory role is preferred.

• Experience in Utilities will be beneficial.

Skills

• Strong knowledge of collections strategies skip tracing negotiation techniques and repayment plans.

• Excellent communication leadership and conflict-resolution abilities.

• Strong analytical and reporting skills.

• Proficient in MS Office (Excel PowerPoint) and CRM/collections tools.

• Ability to work in a fast-paced target-driven environment.

Shifts will be from Monday to Saturday on rotational basis.

Remote Work :

No

Employment Type :

Full-time