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Are you an experienced collections professional with strong leadership skills? An exciting opportunity is available for a Team Leader – Collections Call Centre at Mr Price Money in Durban, KwaZulu-Natal. This on-site role is ideal for a motivated individual with debt collections experience and a passion for performance management, compliance, and customer service excellence.
Mr Price Money, the financial services division of the well-known retail group Mr Price Group, offers customers credit solutions and financial services products across South Africa. This role plays a key part in ensuring responsible collections practices while delivering exceptional customer experiences.
About the Team Leader – Collections Role
The Team Leader – Collections Call Centre is responsible for leading and inspiring a team of collections agents to achieve departmental targets. This role focuses on coaching, performance management, operational excellence, compliance with debt collection legislation, and delivering outstanding customer interactions.
The successful candidate will manage daily operations within the collections team, monitor performance metrics, provide coaching and development support, and ensure that regulatory requirements are strictly followed. This is a leadership-driven role that requires strong communication skills, sound decision-making ability, and in-depth knowledge of collections operations and financial services.
Key Responsibilities of the Collections Team Leader
1. Lead and Motivate a High-Performing Collections Team
The primary responsibility of the Team Leader is to manage and inspire a team of call centre collections agents. This includes setting performance expectations, tracking key performance indicators (KPIs), and ensuring agents consistently achieve departmental targets.
Through structured coaching sessions, ongoing training, and performance reviews, the Team Leader drives accountability and supports professional growth within the team.
2. Deliver Exceptional Customer Experience in Call Centre
Customer experience remains central to collections success. The Team Leader ensures that agents engage with customers professionally and ethically while adhering to quality assurance standards.
This includes monitoring calls, reviewing performance metrics, implementing training interventions, and supporting succession planning initiatives. By analysing reports and identifying improvement areas, the Team Leader contributes to continuous operational improvement.
3. Escalation and Query Management
The role requires efficient resolution of escalated customer and store queries. The Team Leader must handle complex or sensitive cases promptly and professionally, ensuring compliance with regulations while maintaining positive customer relationships.
Strong problem-solving skills and the ability to remain calm under pressure are essential in managing escalations effectively.
4. Operational Excellence and Performance Management
Driving collections effectiveness is a core objective of this position. The Team Leader ensures agents follow structured processes, meet productivity standards, and maintain quality targets.
This includes performance monitoring, strategic execution of collections initiatives, and delivering regular feedback to ensure continuous improvement.
5. Compliance with Debt Collection Legislation
Strict adherence to debt collection regulations and internal company policies is non-negotiable. The Team Leader ensures compliance with key legislation, including:
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Consumer Protection Act (CPA)
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National Credit Act (NCA)
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Protection of Personal Information Act (POPIA)
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ICASA regulations
Maintaining ethical standards and protecting customer rights are critical components of this role.
6. Reporting and Data Analysis
Accurate and timely reporting is essential in collections operations. The Team Leader prepares detailed performance reports, analyses collections metrics, and provides insights to senior management.
These reports support strategic decision-making and help optimize collections strategies.
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Minimum Requirements and Qualifications
To be considered for this Team Leader – Collections Call Centre position, candidates must meet the following criteria:
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Matric (Grade 12)
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3–4 years’ experience in debt collections within a call centre environment
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1–2 years’ leadership experience in a call centre setting
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Knowledge of relevant debt collection legislation (CPA, ICASA, NCA, POPIA)
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Proficiency in call centre software and collections systems
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Strong understanding of Financial Services, Credit Risk, and Collections Operations & Strategy
Previous experience in financial services and credit risk management will be highly advantageous.
Key Skills and Competencies Required
The ideal candidate should demonstrate:
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Strong leadership and coaching skills
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Excellent communication and interpersonal abilities
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High levels of integrity and professionalism
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Strong analytical and reporting skills
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Sound decision-making capability
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Ability to manage performance and drive accountability
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Strong knowledge of regulatory compliance within collections
Being proactive, results-driven, and customer-focused will ensure success in this leadership role.
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Why Apply for This Collections Team Leader Role?
This is an excellent opportunity for experienced collections professionals looking to advance into a leadership role within a reputable financial services environment. The position offers exposure to performance management, regulatory compliance, operational strategy, and customer experience management.
Working within a dynamic call centre environment in Durban, this role provides career growth opportunities while allowing you to make a direct impact on collections performance and customer satisfaction.
Build Your Leadership Career in Collections
If you are passionate about financial services, experienced in debt collections, and ready to lead a high-performing call centre team, this Team Leader – Collections Call Centre opportunity could be the perfect next step in your career.
Apply today and take the next step toward growing your leadership career in collections management
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