DEBT COLLECTION CALL CENTRE MANAGER

• Lead, motivate, coach, and supervise debt collection agents to achieve individual and team collection targets.
• Allocate debt portfolios and daily workloads to collection agents.
• Conduct performance reviews and implement performance improvement initiatives.
• Identify training needs and facilitate continuous staff development programs.
• Conduct call monitoring, call listening, quality assurance reviews, and calibration sessions.

Collection Operations Management

• Develop and implement effective debt collection strategies to maximize recoveries.
• Monitor and enforce customer contractual obligations, payment arrangements, and debt recovery processes.
• Engage customers and negotiate appropriate repayment solutions while maintaining positive customer relationships.
• Oversee customer invoicing, payment processing, account reconciliation, and collections activities.
• Handle escalated customer inquiries, disputes, and complaints professionally.

• Track and analyze collection performance metrics, including:

• Prepare periodic management and client reports on collection performance and portfolio status.
• Utilize data analytics to identify trends, risks, and opportunities for process improvement.

• Ensure effective utilization of CRM systems, dialer platforms, ERP systems, and other collection technologies.
• Maintain accurate and up-to-date customer and account information.
• Recommend and implement continuous process improvements to enhance operational efficiency and customer experience.

• Ensure all debt recovery activities comply with applicable Kenyan laws, regulations, client requirements, and company policies.
• Maintain strict confidentiality of company, client, and customer information.
• Promote ethical debt collection practices and adherence to professional standards.

• Maintain a comprehensive understanding of the company's services, operations, and client requirements.
• Perform any other duties as may be assigned by management from time to time.

• Bachelor's Degree in Business Administration, Finance, Marketing, Communications, or a related field.
• A Diploma qualification with extensive relevant experience may also be considered.

• Minimum of five (5) years' experience in debt collection, customer service, receivables management, or call centre operations.
• At least two (2) years' experience in a supervisory or management role within a debt collection environment, financial institution, BPO, or large-scale call centre.

• Strong leadership, coaching, and people management skills.
• Excellent negotiation, persuasion, and conflict resolution abilities.
• Strong analytical, reporting, and problem-solving skills.
• Demonstrated ability to manage performance using KPIs and collection metrics.
• Proficiency in CRM systems, ERP platforms, and Microsoft Office applications.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and deliver results in a target-driven environment.
• Fluency in both English and Swahili.

• Competitive remuneration package.
• Performance-based incentives.
• Professional growth and development opportunities.
• A dynamic and supportive working environment.