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27 Mar 2025

Permanent Team Manager: Early Stage Collections – Pepkor Vacancies

Pepkor – Posted by Joblink24 –  Cape Town, Western Cape, South Africa

Job Description

Pepkor Vacancies – Team Manager: Early Stage Collections – Northern Suburbs (Cape)

Job Description

The Team Manager: Early Stage Collections is responsible for managing the daily activities and driving the performance of a team of Early Stage Collections agents. The role focuses on meeting business objectives by improving and maximizing the collection of outstanding revenue for private label card accounts. This is achieved through effective planning, direction, and supervision of the team.

Main Activities

  1. Manage Daily Operations

    • Develop and implement programs and procedures to improve the productivity of collections agents.

    • Manage measurement standards to improve performance and operational effectiveness.

    • Resolve customer complaints and queries.

    • Ensure acceptable levels of delinquency and minimize write-offs by directing the management of team queues.

    • Ensure correct collection procedures are followed and provide guidance to agents on how to improve.

    • Develop, plan, and implement section goals and objectives.

    • Continuously strive to improve operational processes while working cooperatively to deliver quality customer service.

    • Review delinquent accounts and manage staffing forecasts and work schedule requirements.

    • Ensure adherence to collection procedures and utilize collection reports effectively.

    • Address any ad-hoc requests.

  2. Coaching and Mentoring of the Team

    • Identify training needs and ensure adequate training and coaching is provided.

    • Upskill the team in resolving escalated customer queries.

    • Develop the team through motivation, counseling, soft skills training, and product knowledge education.

    • Conduct quality assurance (QA) audits for all agents on a weekly basis.

  3. Team Administration

    • Ensure new starters transition effectively into the team.

    • Conduct probation reviews within the first three months of employment.

    • Address any behavioral concerns in line with the company’s disciplinary policy.

    • Manage team absenteeism according to the company’s absence management policy, including return-to-work procedures.

    • Update trackers (IR, Absence, and PIP) on a daily basis.

    • Ensure all leave transactions are processed through the Employee Self Service (ESS) system.

    • Manage the waybill and overtime/special time for payroll.

    • Ensure the termination process is completed for all employees leaving the business.

  4. Team Performance, Monitoring, and Reporting

    • Set, track, and report on individual targets for each agent.

    • Utilize reports for performance management and departmental KPIs.

    • Conduct monthly performance reviews with the team.

    • Address any underperformance in line with the company’s performance improvement policy.

Job Requirements

  1. Qualification

    • Grade 12.

  2. Experience

    • A minimum of 5 years’ experience in a call centre environment.

    • At least 3 years in a similar role.

    • Experience in Employee Relations, Poor Performance, and Absence Management.

    • Proven experience in leading and managing teams of at least 12 people.

  3. Functional Knowledge and Skills

    • Strong knowledge and understanding of call centre processes and methodology.

    • Knowledge of the retail credit account management business.

    • Ability to communicate effectively at all levels in the company, as well as with customers and suppliers, both verbally and in writing.

    • Proficiency in MS Outlook, MS Word, and MS Excel.

    • Understanding of account management principles and the consumer credit/retail credit environment.

 

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