WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.
Job Description
The Team Leader Collections is responsible for supervising a team of collection agents to ensure effective debt recovery, adherence to compliance standards, and achievement of daily, weekly, and monthly targets. This role involves monitoring team performance, coaching agents, resolving escalations, and ensuring a high-quality customer experience while meeting client and organizational expectations.
Key Responsibilities
- Team Management & Performance Monitoring
- Lead, motivate, and manage a team of collection agents to achieve collection targets and KPIs.
- Monitor daily productivity and performance through dashboards, reports, and call audits.
- Allocate workloads, plan schedules, and ensure adequate staffing coverage.
- Coaching & Development
- Conduct regular coaching sessions, one-on-one feedback, and performance reviews.
- Identify skill gaps and create action plans for improvement.
- Deliver training on communication, negotiation, compliance, and process updates.
- Collections & Process Management
- Ensure agents follow the prescribed collection strategies, scripts, and procedures.
- Review delinquent accounts and recommend actions based on risk and customer behavior.
- Support escalated calls and provide resolution for complex cases.
- Quality, Compliance & Governance
- Ensure adherence to regulatory requirements, data privacy, client-specific compliance, and internal policies.
- Conduct call audits and quality checks to maintain process accuracy and minimize errors.
- Maintain documentation and audit readiness for internal/client reviews.
- Reporting & Analytics
- Prepare daily/weekly/monthly reports on team performance, collection efficiency, and process gaps.
- Analyze trends and identify improvement opportunities.
- Share insights with management and participate in operational review meetings.
- Stakeholder Management
- Collaborate with support teams such as Quality, Training, and Workforce Management.
- Communicate updates, changes, and client requirements to the team effectively.
- Handle client escalations when needed and ensure timely resolution.
Matric
Additional Information
Education & Experience
- 24 years of experience in BPO collections; 1+ year in a team leader/supervisory role is preferred.
- Experience in Utilities will be beneficial.
- Strong knowledge of collections strategies, skip tracing, negotiation techniques, and repayment plans.
- Excellent communication, leadership, and conflict-resolution abilities.
- Strong analytical and reporting skills.
- Proficient in MS Office (Excel, PowerPoint) and CRM/collections tools.
- Ability to work in a fast-paced, target-driven environment.
