Soft Collections Supervisor - Call Center

Key Responsibilities:

• 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.