Debt Collection Call Centre Team Leader
At Amica Debt Recovery Services, we believe in second chances, strategic precision, and the power of teamwork. We’re a dynamic, legally grounded organisation committed to ethical debt recovery and exceptional client service. Our call centre is the heartbeat of our operations — and we’re looking for a Team Leader who can inspire, guide, and elevate our frontline team.
ole Overview
As the Call Centre Team Leader, you’ll be responsible for leading a team of debt recovery agents to meet performance targets, uphold legal compliance, and deliver outstanding customer service. You’ll be the bridge between management and the team, ensuring smooth operations, coaching excellence, and fostering a culture of accountability and growth.
Key Responsibilities
Leadership & Coaching
Motivate and manage a team of 10–15 debt recovery agents
Conduct regular performance reviews and one-on-one coaching sessions
Foster a positive, resilient, and goal-driven team culture
Operational Oversight
Monitor daily call centre activity and ensure adherence to KPIs
Implement and refine call scripts, workflows, and escalation procedures
Manage shift schedules, attendance, and real-time staffing needs
Compliance & Quality Assurance
Ensure all agents comply with debt collection regulations and company policies
Conduct call audits and provide feedback for improvement
Liaise with legal and compliance teams to stay updated on regulatory changes
Reporting & Strategy
Analyse team performance metrics and report to senior management
Identify trends, challenges, and opportunities for process improvement
Collaborate on strategic initiatives to enhance recovery rates and customer satisfaction
Who You Are
Proven experience in a debt collection or financial services call centre
Minimum 2 years in a team leadership or supervisory role
Strong understanding of collections legislation and ethical recovery practices
Excellent communication, conflict resolution, and coaching skills
Tech-savvy with experience in CRM and call centre software
Resilient, empathetic, and results-oriented
Job Types: Full-time, Contract
Experience:
Debt Collection or Creditors Clerk: 2 years (Required)
Location:
Port Elizabeth, Eastern Cape (Required)
