Job Description

Pepkor Vacancies – Middle Stage Collections Team Manager

Middle Stage Collections Team Manager

Company: Pepkor Vacancies

About the Role:
Pepkor is looking for a skilled Middle Stage Collections Team Manager to lead and manage a team focused on maximising collections for private label card accounts. This role combines operational oversight, team leadership, and process improvement to achieve business objectives in a target-driven environment.

Key Responsibilities:

Operational Management:

• Manage daily collections operations, ensuring correct procedures are followed.
• Develop and implement programs to improve collector productivity and operational effectiveness.
• Review delinquent accounts and manage special accounts, minimizing write-offs.
• Resolve escalated customer complaints and queries efficiently.
• Implement section goals and objectives, continuously improving operational processes.
• Manage staffing forecasts, WFM schedules, and action administrative tasks as required.
• Detect and escalate potential fraud to the relevant departments.

Team Leadership & Development:

• Coach and mentor team members, identifying training needs and providing appropriate support.
• Upskill team in handling escalated customer queries and improving performance.
• Develop staff through motivation, counselling, soft skills training, and product knowledge.
• Conduct weekly QA audits and monthly performance reviews to maintain team standards.

Team Administration:

• Ensure smooth onboarding and integration of new team members.
• Conduct probation reviews during the first three months of employment.
• Address behavioral concerns and manage absenteeism according to company policies.
• Maintain daily updates on performance, absence, and improvement trackers.
• Oversee leave processing, payroll-related tasks, and overtime management.

Performance Monitoring & Reporting:

• Set, track, and report individual targets for each agent.
• Utilize reports effectively to monitor department KPIs and operational performance.
• Address underperformance through structured improvement plans and coaching.

Resources & Capacity Management:

• Ensure the team has the necessary tools, resources, and systems to perform effectively.
• Support recruitment and staffing practices to maintain adequate resourcing levels.

Qualifications & Experience:

• Grade 12.
• Minimum of 5 years’ experience in a call centre environment.
• At least 3 years’ experience in a similar collections management role.
• Proven experience in Employee Relations, Poor Performance, and Absence Management.
• Experience leading and managing teams of 12 or more staff.

Functional Knowledge & Skills:

• Strong understanding of collections processes, methodology, and the NCA as applicable.
• Knowledge of retail credit account management and related legal processes.
• Excellent communication skills at all levels, both verbal and written.
• Proficiency in MS Outlook, Word, Excel, and account management systems.
• Sound understanding of consumer credit/retail credit environments and principles.

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