Debt Collection Call Center Team Lead

What you will do:

• Organize and coordinate work tasks to ensure efficient operations.
• Ensure full compliance with ethical standards, company policies, and procedures.
• Maintain confidentiality of company and customer information at all times.
• Ensure timely execution and completion of duties assigned under this Job Description.
• Maintain full knowledge of the company’s operations, structure, products, and services.
• Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.
• Supervise team activities to ensure achievement of set collection targets.
• Monitor, train, and support staff on the use of call centre tools and the company ERP system.
• Identify training needs and develop relevant training materials for the team.
• Allocate portfolios and distribute daily tasks to debt collection agents.
• Conduct performance reviews in line with company requirements.
• Engage customers and advise on viable debt repayment solutions.
• Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.
• Conduct coaching sessions, call listening, and call calibration for agents.
• Handle customer inquiries via calls and in-person office visits when required.
• Provide recommendations for continuous improvement of debt collection processes.
• Perform any other duties as assigned.

Requirements

WHAT YOU NEED

• Diploma or Degree in Business Administration, Marketing, or a related field.
• Minimum of two (2) years’ experience in debt collection, customer support, or call centre operations, preferably within a financial institution.
• Strong communication and interpersonal skills.
• Excellent analytical and problem-solving abilities.
• Ability to work independently and adapt quickly in a fast-paced environment.
• Fluency in both English and Swahili.