Job Description

Sanlam Vacancies – Call Centre Team Leader

What Will You Do?

As a Call Centre Team Leader, your primary responsibility will be to manage and lead a team that focuses on collections within the arrears portfolio. You will be tasked with resolving credit queries, negotiating payment arrangements, and guiding customers through various payment solutions. Your key objectives will include:

• Managing arrears collections within set mandates and achieving payment solutions that align with company policies.
• Negotiating payment arrangements and settlements that are acceptable and in line with governance and compliance requirements.
• Driving revenue growth through effective debt recovery, refinancing, and repossession solutions.
• Providing exceptional service that exceeds customer expectations through proactive and creative solutions.
• Ensuring compliance with audit requirements and governance, while meeting Service Level Agreements (SLAs) and quality standards.
• Coaching and developing team members to enhance their skills and performance.

Qualifications & Experience:

Qualifications:

• Grade 12 (Matric) is essential.

Experience:

• At least 2 years of contact centre experience.

What Will Make You Successful in This Role?

• Language Proficiency: Fluency in Afrikaans (both spoken and written) is a requirement.
• Collections & Negotiation Skills: Ability to collect arrears and negotiate acceptable repayment solutions within mandate.
• Customer Focus: Strong customer service skills with the ability to deliver exceptional solutions tailored to each client’s needs.
• Compliance & Governance: Ensure that collections processes adhere to legislative and audit requirements.
• Self-Management: Ability to work independently, set high standards for yourself, and consistently meet deadlines and targets.
• Adaptability: Ability to remain calm under pressure and adapt to varying customer needs and situations.
• Team Collaboration: Works well with others, recognizing interdependencies and driving for shared goals.

Technical Competencies:

• Collections & Recovery: Intermediate knowledge and skills in collections, recovery, and debt management processes.
• Sales & Negotiation: Intermediate skills in sales, negotiation, and persuading customers to resolve debt issues.
• Computer Literacy: Intermediate knowledge of sales applications, systems, and processes required to close deals.
• Product Knowledge: Good understanding of relevant products, including their features and benefits.

Core Competencies:

• Innovation: Cultivates innovation to improve team performance and customer service.
• Customer Focus: Maintains a strong customer focus and strives to exceed expectations.
• Results-Oriented: Driven to meet and surpass collection and service targets.
• Collaboration: Works effectively with others to achieve team and organizational goals.
• Resilience: Demonstrates resilience and perseverance, especially in challenging situations.

Personal Attributes:

• Decision Quality: Strong ability to make sound decisions independently.
• Interpersonal Savvy: Skilled at navigating complex interpersonal dynamics.
• Plans and Aligns: Effectively plans and aligns resources to achieve objectives.
• Directs Work: Provides clear direction and leadership to team members.

Why Join Us?

At Sanlam, we are committed to building strong, lasting relationships with our employees. We believe in supporting your career development and helping you achieve your

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