Collections Team Leader

Pastdue Credit is looking for an experienced Collections Team Leader who can combine strong people leadership with a customer-centric mindset.

If you have a passion for developing high-performing teams, driving operational results, and supporting positive customer outcomes, this could be the opportunity for you.

❗ Please note: This role requires a minimum of 2 years’ experience in a collections or debt recovery role.

As part of the growing Pastdue Credit team, you’ll lead and support a team of Collections Agents, helping to drive performance, maintain service standards, and deliver fair and ethical collections practices.

You’ll play an important role in coaching and developing advisors, supporting operational improvement, and creating a positive, high-performance team culture.

Our typical shift pattern involves: 40 hours within the week, Monday to Friday 8am - 8pm. Saturday 9am - 1pm (UK time). No Sundays.

Basic Salary: Highly Competitive

Please note. This position is based at our site in Gardens, Cape Town.

Your role can include, but isn’t limited to:

• Leading, motivating, and managing a team of Collections Agents to achieve individual and team targets.
• Monitoring daily performance, ensuring KPIs and service standards are consistently met or exceeded.
• Coaching and developing team members through feedback, call listening, and performance reviews.
• Supporting agents with escalations, complex customer cases, and vulnerable customers.

• Driving a high-performance culture while maintaining a strong focus on customer outcomes.
• Ensuring all team activities comply with regulatory requirements and company policies.

• Analysing performance data to identify trends and improvement opportunities.
• Conducting team meetings, one-to-ones, and training sessions.
• Managing attendance, scheduling, and workforce planning.
• Collaborating with senior management on strategy, reporting, and continuous improvement initiatives.

You have experience within collections or debt recovery and a proven ability to support and lead people in a fast-paced, target-driven environment.

You’re confident managing performance, handling difficult conversations, and motivating others to deliver strong results, while maintaining professionalism, empathy, and a focus on fair customer outcomes.

Pastdue Credit would love to hear from you if you have the following skills:

• Minimum of 2 years’ experience in a collections or debt recovery role.
• Previous experience in a team leadership, supervisory, or mentoring capacity.
• Proven track record of achieving and driving collection targets.
• Strong coaching, mentoring, and performance management skills.
• Excellent negotiation and communication abilities.
• Ability to manage conflict, handle escalations, and support difficult conversations.
• Strong analytical and problem-solving skills.
• High level of emotional intelligence and leadership maturity.
• Ability to work in a fast-paced, target-driven environment.
• Proficiency in CRM systems and Microsoft Office.

Key Competencies:

• Leadership and team development.
• Customer-centric mindset.
• Emotional intelligence and adaptability.
• Accountability and decision-making.
• Professionalism and integrity.
• Strong organisational and time management skills.

As part of the Firstsource family of businesses, Pastdue Credit is committed to delivering fair, ethical, and responsible collections practices, putting customers at the heart of everything we do.

If you are passionate about making a difference while driving results, we want to hear from you.

• Full training & support.
• Medical insurance after 6 months.
• Up to R4000 performance bonus.
• Opportunities to progress your career with us (more than 90% of advancement and promotions come from our internally developed talent pool).
• Access to our Learning & Development Talent SPA.
• ‘Employee of the Month’ Awards.
• A diverse and inclusive working environment.
• Free transportation home (door to door).
• Well-being with Ky (onsite counselling).
• Maternity benefit after 1 year.
• Free onsite Flu Vaccine.
• Funeral benefit after 3 months.