Call centre team leader - debt recovery

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