Debt Collection Call Center Manager

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. They provide a range of financial products in Kenya, including car, motorcycle, and tuk-tuk financing, logbook loans, and electric vehicle financing. Since 2019, they have financed over 100,000 vehicles and served over 50,000 customers, focusing on data, technology, and robust risk management.

This role involves managing all early and middle debt collection activities within a call center environment, overseeing a large team of agents and team leaders, and ensuring operational KPIs are met through effective resource management, process improvement, and quality monitoring.

1. Manage all early and middle debt collection in a call center.
2. Manage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.
3. Serve as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.
4. Partner with the Prompt Engineer to drive AI improvements and reporting.
5. Lead A/B testing. Drive automation and process improvements.
6. Monitor the quality of outbound calls to ensure professionalism and good customer service.
7. Monitor and train staff on the use of call center tools in the department and the company’s ERP system.
8. Ensure daily quality call thresholds are met and outcome objectives are achieved.
9. Identify training needs and recommend or prepare training material.
10. Monitor and ensure proper use of debt collection tools.
11. Ensure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.
12. Submit suggestions on debt collection process improvements.
13. Supervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target.
14. Lead the daily operations of the overdue collections team.
15. Supervise and motivate team leads and agents to meet performance goals.
16. Provide ongoing training, coaching, and feedback.
17. Monitor and optimize team performance through regular reviews and call monitoring.
18. Ensure compliance with regulatory requirements and company policies.
19. Address escalated customer issues and provide solutions for customer satisfaction.
20. Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.
21. Prepare and present regular reports on team performance, key metrics, and collection trends.
22. Set targets for the team, share for approval, and ensure they are met.
23. Develop and implement strategies to optimize workflows and enhance efficiency.
24. Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups.
25. Collaborate with other departments for compliance and performance improvement.
26. Report to the Head of Department on team performance and trends.
27. Any other duties that may be assigned.

1. Must have a university degree in a relevant field.
2. 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.
3. Experience in contact center automation processes.
4. Must have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.
5. Must have excellent communication skills.
6. Should be proficient in MS Office.
7. Excellent knowledge of both Swahili and English languages.
8. Experience with Webitel, Grafana, BI tools, telephony and AI.
9. Strong analytical and stakeholder management skills.
10. High level of attention to detail and accuracy.
11. Strong analytical and investigative skills.
12. Excellent communication skills (especially phone-based verification).
13. Strong integrity and confidentiality standards.
14. Ability to make sound judgment under pressure.
15. Good record-keeping and documentation skills.
16. Basic digital literacy (CRM systems, mobile tools, spreadsheets).