Debt Collection Supervisor - Call Centre - Nairobi
2026-08-14T04:50:47+00:00
Mogo Finance
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https://www.greatkenyanjobs.com/jobs
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Financial Services
Management, Customer Service, Business Operations
2026-08-16T17:00:00+00:00
8
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
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.
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 or requirements (e.g., education, skills)
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)
Experience needed
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.
Any other provided details (e.g., benefits, work environment, team info, or additional notes)
We Offer
- Competitive salary
- Bonus based on performance
- Friendly and dynamic work environment
- Opportunity for personal development
* 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. * 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.
* 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) * 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.
* 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.
JOB-6a7e9ea7bc895
Vacancy title:
Debt Collection Supervisor - Call Centre - Nairobi
[Type: FULL_TIME, Industry: Financial Services, Category: Management, Customer Service, Business Operations]
Jobs at:
Mogo Finance
Deadline of this Job:
Sunday, August 16 2026
Duty Station:
Nairobi | Nairobi
Summary
Date Posted: Friday, August 14 2026, Base Salary: Not Disclosed
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JOB DETAILS:
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
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.
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 or requirements (e.g., education, skills)
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)
Experience needed
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.
Any other provided details (e.g., benefits, work environment, team info, or additional notes)
We Offer
- Competitive salary
- Bonus based on performance
- Friendly and dynamic work environment
- Opportunity for personal development
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
Job application procedure
Application Link:Click Here to Apply Now
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