Debt Collection Call Center Manager

Department: Debt Collection

Supervisor: Head of Debt Collection


Duties and Responsibilities

  • Manage all soft and middle debt collection in a call center.
  • Manage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.
  • Supervise a team of 100 agents by coordinating all daily activities and processes for delivery of set targets.
  • Monitor the quality of outbound calls to ensure professionalism and good customer service.
  • Monitoring and training on usage of call centre tools in the department and company’s ERP system.
  • Ensure daily quality calls threshold are met and the outcome objectives are met.
  • Identify training needs and recommend/ prepare training material.
  • Monitor and ensure proper use of debt collection tools.
  • Ensure that the debt collection process flow is adhered to and comments made in the ERP System.
  • Submit suggestions on debt collection process improvements.
  • University degree in a related field.
  • At least 1-year previous experience in the position of call centre manager, debt collection manager or similar position.
  • High sense of responsibility, preciseness, ability to plan and set priorities and targets.
  • Excellent communication skills.
  • Good MS Office skills.
  • Excellent Swahili and English language knowledge.
  • Competitive salary and monthly performance bonus
  • Friendly and dynamic work environment
  • Great opportunity to participate in building up business
  • Support from a professional international team
  • Opportunity for personal development


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About Mogo Finance

We offer top-notch, long term Car financing in Nairobi and Mombasa to our prospective customers, which is up to 80% of any car's value. With MOGO’s efficient mode of services, you get to drive your dream car in a very short period of time at a very convenient interest rate.

... > We have more than 6 years’ experience providing finance to passenger and commercial vehicles of all kinds, and our services are swift, prompt and professional in nature. The Company also offers logbook loans on used cars, which spans through a period of 5 years at a reasonable interest rate.