Debt Collection Supervisor - Call Centre

Key Responsibilities:

• Manage all early 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 the 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.

Requirements

WHAT YOU NEED

• 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.