Background information about the job or company (e.g., role context, company overview)

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 fin...

Responsibilities or duties

• Manage overdue accounts for both cars and boda-bodas.
• Assess staffing needs and ensure adequate coverage.
• Monitor attendance, approve leave, and manage team schedules.
• Shadow team leads for performance support and coaching.
• Track call reach rates, call volumes, and overall efficiency.
• Ensure targets for calls and collections are met.
• 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 or requirements (e.g., education, skills)

• Bachelor’s degree in a relevant field
• Ability to provide effective leadership to a large team
• Ability to offer quick and effective solutions for any complaint
• Excellent communication and organizational skills

Experience needed

• At least 4 years’ experience in a busy call center environment at a managerial level

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

• Competitive salary
• Bonus based on performance
• Friendly and dynamic work environment
• Opportunity for personal development

• Manage overdue accounts for both cars and boda-bodas.
• Assess staffing needs and ensure adequate coverage.
• Monitor attendance, approve leave, and manage team schedules.
• Shadow team leads for performance support and coaching.
• Track call reach rates, call volumes, and overall efficiency.
• Ensure targets for calls and collections are met.
• 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.

• Ability to provide effective leadership to a large team
• Ability to offer quick and effective solutions for any complaint
• Excellent communication and organizational skills

• Bachelor’s degree in a relevant field
• At least 4 years’ experience in a busy call center environment at a managerial level