Contact Centre Team Leader - Collections

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Since its establishment in 2020, Infinity Services Partner Company, a Managed Services Business wholly owned by Vodacom, has delivered expert-level solutions to our clients and their end customers. Our core purpose is to ensure that every subscriber enjoys the best possible experience available in the market through service excellence, innovation, and operational integrity.

We are currently looking for a Call Centre Team Leader- Debt Collections to join our team

Role Purpose:
A Call Centre Team Leader- Debt Collections to lead, coach, and manage a team of Early Collections Agents to achieve collections, quality, and compliance targets within the 1–150 days past-due portfolio. The role drives daily operational performance, ensures consistent application of the soft-collections approach, supports agent development, and serves as the first point of escalation for complex customer interactions. The Team Leader plays a pivotal role in reducing roll-rates into late and pre-legal collections while preserving customer relationships and ensuring full regulatory compliance. This is a 12-month contract position

Key Accountabilities:

People Management

• Participate/ provide input to performance and quality calibration sessions
• Provide feedback and coaching to Agents and identify training needs
• Manage and administration of team schedules
• Evaluate employee performance and productivity and provide constructive feedback and coaching
• Set, communicate and monitor individual and team KPIs aligned to Early Collections objectives.
• Track real-time dialler dynamics, productivity, and collections performance, and intervene promptly when targets are at risk.

Coaching, Quality & Development

• Perform regular side-by-side coaching, call listening and call quality assessments.
• Participate in calibration sessions with Quality Assurance to ensure consistent scoring and feedback.
• Identify skill, knowledge and behavioural gaps and implement targeted coaching interventions.
• Drive continuous improvement in agent negotiation, objection handling and Promise-to-Pay (PTP) conversion techniques.
• Support onboarding, induction and ongoing training of new agents.
• Act as the first point of escalation for complex customer queries, disputes and vulnerable customer cases

Operational Delivery & Escalations

• Authorise payment arrangements, settlement offers and concessions within delegated mandate.
• Monitor dialler strategies, campaign performance and lead allocation in collaboration with the Manager – Early Collections.
• Identify and resolve operational blockers, system issues and process gaps that impact agent productivity.
• Ensure accurate, audit-ready capture of customer interactions, commitments and outcomes on PCC (PowerCurve Collections) / Tallyman and collections platforms

Compliance, Risk & Fair Treatment

Ensure full team compliance with applicable legislation and internal policies, including:

• National Credit Act (NCA)
• Protection of Personal Information Act (POPIA)
• Debt Collection Act
• Treating Customers Fairly (TCF) principles
• Embed fair, transparent and respectful customer treatment as a non-negotiable team standard.
• Identify, escalate and report breaches, risks and control failures to the Manager – Early Collections.
• Support internal and external audit, key control questionnaires and statutory reporting requirements.
• Stakeholder Manangent & Reporting
• Engage daily with Management, Quality Assurance, Training and Collections Strategy teams.
• Liaise with Collections Specialists and Business Analysts on dispute trends, escalations and process improvements.
• Produce daily, weekly and monthly performance reports for the Manager – Early Collections.
• Represent the team in operational forums, campaign launches and continuous improvement initiatives.

Key Performance Indicators (KPIs)

• Team collections value vs target
• Team Right Party Contact (RPC) rate
• Team PTP conversion and kept rate
• Early-stage cure rate
• Roll-rate prevention (Early → Late)
• Team quality and compliance score
• Agent productivity and adherence
• Employee engagement, attrition and absenteeism

The ideal candidate for this role will have:

Must-have Qualifications and Experience:

• Grade 12/ Matric Essential
• Certificate or Diploma in Administration, Credit Management, Finance or related field (advantageous)
• At least 2 years Call Centre Team Lead experience
• At least 2 years Collections, credit control, or accounts receivable
• At least 2 years Call Centre and administrative experience
• At least 2 years of customer service in a telecoms, retail or financial environment

Job knowledge

• Strong leadership, coaching and people-management skills
• Excellent verbal and written communication
• Sound understanding of NCA, POPIA and Debt Collection Act
• Proficient in PCC (PowerCurve Collections) / Tallyman, dialler systems, workforce management tools and MS Office (advanced Excel)
• Data-driven decision-making and analytical thinking
• Strong negotiation, objection handling and escalation management
• Resilience and the ability to perform under pressure in a high-volume environment

Core competencies and knowledge:

• Time management skills essential
• Evaluation skills essential
• Facilitation skills essential
• Effective Communication (written & verbal) essential
• Strong focus on building trust and rapport with customers and supporting your team in doing the same.
• Ability to analyse customer concerns and offer effective solutions.
• Familiarity with products or services offered by the company.
• Ability to use call centre software and technology efficiently.
• Leadership and coaching skills/ability to motivate the team – essential
• Knowledge of the Performance Management process is essential
• Knowledge of Labour Relations is desirable
• Knowledge of diversity management is desirable
• Basic accounting knowledge is desirable

Closing date for Applications: 12 July 2026.

The base location for this role is Midrand and Centurion, Infinity Services Partner Division

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Infinity Services Partner is committed to an organisational culture that recognises, appreciates and values diversity & inclusion.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.