4G Capital is hiring a Call Centre Collections & Customer Retention Team Lead in Kampala to drive performance, quality and effectiveness within the repeat-lending call centre team, reporting to the Operations Specialist.
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Call Centre Collections & Customer Retention Team Lead
Employer / Company
4G Capital
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Description (Public)
Duties, Roles and Responsibilities
- Establish and maintain a structured customer follow-up framework across the full loan vintage to grow customer retention and loan value
- Monitor individual agent collections performance against agreed targets, identify gaps and provide real-time coaching
- Conduct regular structured call audits across the team assessing accuracy, professionalism, script compliance and customer handling
- Set clear daily and weekly expectations for each agent aligned to individual KPIs and team targets
- Hold regular one-to-one check-ins and team huddles to review performance
Qualifications, Education and Competencies
Qualifications & Experience:
- Experience leading a call centre, collections or customer retention team
- Strong understanding of collections targets, KPIs and quality assurance
- Experience in MSME lending or financial services is an advantage
Skills & Competencies:
- Coaching and performance management
- Data-driven monitoring of agent performance
- Customer-centric and compliance-focused approach
How to Apply
About 4G Capital
4G Capital is a market leader in unsecured working capital solutions with a significant presence across multiple African countries. We empower micro and small businesses in Sub- Saharan Africa to grow and succeed by providing instant access to credit that unlocks business growth. Our products blend business credit with financial education to maximize the credit’s impact for business owners, and all are managed and delivered through our proprietary core banking platform.
Company Purpose: To Unlock Human Potential for Good
Company Mission: To Grow Business with Capital and Knowledge
Company Vision: To democratise wealth creation
Mission
To empower the base of the economic pyramid by providing digitally delivered, client-centric financial services and business training that sustainably connect and grow the African MSME economy.
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