Employer: Weaver Fintech Ltd Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions. We're a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human. Role Overview The ideal candidate for this role will be responsible for leading, supporting, motivating and developing a team of Collection Agents, ensuring that key performance requirements and operational efficiencies are achieved in line with the company objectives. Revenue and Efficiency * Ensure that the team and the agents’ key performance targets are met in line with business requirements * Ensure team and agents quality standards are met and that a high standard of quality is achieved and maintained * Set and maintain production standards and targets in line with departmental requirements * Meet team efficiency targets as per KPA requirements for department Ensure that an exceptional customer experience is consistently achieved * Attend to all escalated matters from Agents or customers, ensuring customer satisfaction is maintained * Promote excellent customer service orientation within team of Agents and across the wider business * Continuously improve customer experience and service delivery statistics * Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity Ensure service level agreements are adhered to * Ensure that the departments service level agreements are in place and are achieved * Constantly engage with management regarding any challenges identified to mitigate through appropriate measures People management * Ensure all team members have KPA’s and personal development plans in place with clear and tangible goals * Lead, guide, develop and support your agents by identifying and conducting coaching and training to achieve performance standards. * Foster an environment that encourages and rewards innovation and challenges current methodologies * Promote staff engagement by ensuring adequate measures are in place to improve culture in the Department * Initiate and participate in motivational team and departmental activities * Effective workforce planning ensuring adequate resources are in place to meet departmental objectives * Ensure all agents follow the leave management process and that all leave has been captured and approved * Identify and manage behaviour in line with prescribed legislation and company policies and procedures Reporting * Capture required data in order to ensure all systems are up to date and accurate * Manage and track the team’s performance hourly, daily, weekly and monthly * Provide accurate reports in line with the departments requirements * Identify adverse variances and / or negative trends and proactively develop action plans to address this * Provide operational feedback to the Management team by identifying trends through data analysis Quality control * Monitor calls and provide relevant feedback for improvement * Conduct regular coaching in order to improve quality of service delivery * Take appropriate action when quality standards are not met or upheld Projects * Participate in any projects as per the agreed KPA * Assist with the implementation and optimization of projects and assignments Motivation * Initiate and participate in motivational team and departmental activities * Ensure all motivational activities are planned and implemented in line with the motivational plan to ensure buy-in from agents * Complete motivational tasks within the required timeframes Required Skills & Competencies Negotiation & Persuasion * Strong ability to handle objections and resistance * Skilled in reaching agreements without damaging compliance boundaries Emotional Intelligence & Resilience * Comfortable dealing with hostile, stressed, or evasive customers * Ability to remain calm and professional under pressure * High tolerance for rejection and difficult conversations Financial Assessment * Ability to analyze income, expenses, and affordability * Recommend realistic repayment solutions Legal & Compliance Awareness * Knowledge of debt collection laws * Understanding of when and how to escalate cases legally Communication Skills * Clear, firm, and professional tone (verbal and written) * Ability to explain consequences without making threats Familiarity with: * Settlement negotiations * Debt restructuring * Pre-legal and legal handover processes Requirements Qualifications & Accreditations * Grade 12 / Matric or Equivalent * A relevant tertiary qualification would be advantageous Legal & Compliance Requirements Must understand: * NCA (National Credit Act) Compliance * NCR (National Credit Regulator) * CFDC (Council for Debt Collectors) Experience & Skills * Minimum of 3 years’ experience within the Collections industry in a Contact Centre environment * Must have at least 1 to 2 years’ experience in leading a team within a target driven environment * Competent in MS Office packages, particularly MS Word, Excel and Outlook * Clear credit and criminal record * Effective communication skills (verbal and written) * Must be available to work shifts, weekends and public holidays Attributes & Behaviours * Strong motivational and leadership abilities with a positive attitude * Effective decision making and problem solving abilities * Deadline and target driven * Recognise opportunities for improvement and use initiative to introduce them * Excellent interpersonal and communication (both verbal and written) skills * Ability to work independently as well as within a team * Excellent planning and organisational skills with a proactive approach * Attention to detail and the ability to interpret data * Resilient and change orientated