Manage all soft 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 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.

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.

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Customer support, client care jobs in Nairobi, Kenya