Soft Collections Supervisor – Call Center Job Mogo Finance, Nairobi, Kenya
Duties and Responsibilities
Key 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.
- Serve as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.
- Partner with Prompt Engineer to drive AI improvements and reporting.
- Lead A/B testing. Drive automation and process improvements.
- Monitor the quality of outbound calls to ensure professionalism and good customer service.
- Monitor and train staff on the use of call center tools in the department and the company’s ERP system.
- Ensure daily quality call thresholds are met and outcome objectives are achieved.
- Identify training needs and recommend or prepare training material.
- Monitor and ensure proper use of debt collection tools.
- Ensure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.
- Submit suggestions on debt collection process improvements. Skills & Competencies
- High level of attention to detail and accuracy
- Strong analytical and investigative skills
- Excellent communication skills (especially phone-based verification)
- Strong integrity and confidentiality standards
- Ability to make sound judgment under pressure
- Good record-keeping and documentation skills
- Basic digital literacy (CRM systems, mobile tools, spreadsheets)
Leadership and Management:
- Supervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target
- Lead the daily operations of the overdue collections team.
- Supervise and motivate team leads and agents to meet performance goals.
- Provide ongoing training, coaching, and feedback.
- Monitor and optimize team performance through regular reviews and call monitoring.
- Ensure compliance with regulatory requirements and company policies.
- Address escalated customer issues and provide solutions for customer satisfaction.
- Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.
- Prepare and present regular reports on team performance, key metrics, and collection trends.
- Set targets for the team, share for approval, and ensure they are met.
- Develop and implement strategies to optimize workflows and enhance efficiency.
- Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups.
- Collaborate with other departments for compliance and performance improvement.
- Report to the Head of Department on team performance and trends.
- Any other duties that may be assigned.
Qualifications
- Must have a university degree in a relevant field.
- At least 2 years of previous experience in the position of call center manager, debt collection manager, or a similar role in a busy call center is key.
- Experience in contact center automation processes
- Must have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.
- Must have excellent communication skills.
- Should be proficient in MS Office.
- Excellent knowledge of both Swahili and English languages.
- Experience with Webitel, Grafana, BI tools, telephony and AI.
- Strong analytical and stakeholder management skills.
How to Apply
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