Collections Team Leader

Our purpose is to change people’s lives for the better through wellness. We are passionate about supporting people to lead healthy fulfilled lives by providing a space where they can focus on their physical, mental and social well-being.

Our mission is to create an environment where wellness works for everyone. At Virgin Active wellness is not just about fitness- it’s about creating real experiences that support members in their holistic health journey.

We provide a luxury wellness environment that fosters personal growth, community, and transformation. Our approach is accessible, inclusive, and built on the foundation of social wellness.

Our wellness offering is built on core pillars which define who we are and how we deliver on our promise:

• Refreshing Real Experiences: Authentic, engaging experiences that inspire lasting wellness.
• Holistic Wellness: A comprehensive approach integrating fitness, mental health, nutrition, and recovery.
• Curated Guidance and Progress: Personalized coaching and programs to support sustainable progress.
• Communities Without Conformity: Diverse, welcoming environments where everyone feels empowered.

At Virgin Active, our mission is to change lives for the better through wellness. As a Collections Team Leader, you play a key role in creating an environment where wellness works for everyone by inspiring your team to contribute to a healthier, more balanced lifestyle for our members.

A day in the life of… (Your Duties & Responsibilities…)

• Team Leadership and Engagement: Lead and motivate your team daily, ensuring that each team member has the support, coaching, and motivation needed to achieve their individual and team goals.
• Task Management and Delegation: Delegate tasks, set clear deadlines, and manage monthly reports and analytics. Oversee the completion of month-end reports, performance reviews, coaching sessions, and quality assessments.
• Operational Oversight: Manage day-to-day operations, including reporting, handling escalations, problem-solving, and providing coaching and guidance to ensure team success.
• Performance Monitoring: Regularly monitor team performance, report on key metrics, and take proactive steps to ensure performance goals are met.
• Motivation and Team Culture: Implement incentives and fun activities to boost team morale, drive performance, and foster a positive and supportive team culture.
• Coaching for Success: Use coaching methodologies to support team members in meeting their targets and personal development goals.
• Training and Development: Identify training needs and collaborate with the Collections Manager to facilitate the necessary training to enhance team performance.
• Feedback and Conflict Resolution: Address team feedback, resolve issues or conflicts promptly, and create an environment that encourages open communication.
• High-Performance Culture: Reward outstanding performance and drive a high-performance culture by recognizing and celebrating team successes.
• Cross-Functional Collaboration: Work closely with other department leaders to ensure that business objectives are being met and organizational outcomes are being delivered.

We can’t live without… (Minimum Requirements)

• Education: Matric or equivalent qualification.
• Experience: At least 4 years’ experience in a collections team leader role, or 2-3 years as a successful 2IC (second-in-command) to a Collections Team Leader in a contact center environment.
• Collections Expertise: 3-4 years of hands-on collections experience.
• People Management Skills: Strong ability to coach, guide, and support team members to meet performance and developmental goals.
• Analytical Skills: Excellent numeric capability with the ability to interpret and analyze performance metrics.
• Tech Proficiency: Proficient in Microsoft Office (Excel, Word, etc.) and basic knowledge of relevant CRM software and telephone systems.
• Communication & Leadership: Strong communication and leadership skills with the ability to inspire and lead a team effectively.
• Organizational Skills: Proven ability to prioritize tasks and manage time effectively to ensure optimal team performance.
• Problem-Solving: Demonstrated ability to make solutions-oriented recommendations to resolve challenges.

We’d like you to have… (Attributes)

• Product Knowledge: Ability to learn and communicate the features and benefits of products and services to team members and prospects.
• Coaching Expertise: Strong skills in coaching your team for success in achieving both collections and sales targets.
• Adaptability & Flexibility: Ability to adjust to a fast-paced, changing work environment while maintaining high standards of performance.
• Customer-Centric Focus: A quality-driven approach and focus on delivering exceptional service that puts the customer first.
• Problem-Solving Ability: Strong critical thinking and problem-solving capabilities to address challenges and drive results.
• Influencing Skills: Ability to motivate and influence team members to achieve optimal performance and positive outcomes.
• Conflict Resolution: Capability to resolve conflicts efficiently and effectively to maintain team harmony and performance.

We’d love you to have… (additional skills)

• Technical Knowledge: Familiarity with CRM software and telephone systems to optimize operations.
• Qualification in Debt/Credit Management: A tertiary qualification in debt or credit management would be a bonus.

What success looks like [Key Performance Indicators (KPIs)] …

KPI’s:

• Conversion Rate:
• Quality Assurance & Compliance:
• Collections Revenue to Budget:
• PTP Rate:
• Living Virgin Active Values