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Management
Call Centre Manager - Soft Collections
Category
Management
Employment Type
Full-time
Location
Kampala, Uganda
Vacancies
1 position
Closing Date
Open
Employer / Company
MOGO Uganda
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Description (Public)
Own soft and middle collections for MOGO Uganda's Phones and Mobility portfolios, managing a floor of up to 100 agents and driving recovery targets, cure rates, and collection quality.
Duties, Roles and Responsibilities
- Lead soft and middle collections across Phones and Mobility portfolios
- Manage up to 100 agents and team leads
- Own KPIs: cure rate, contact rate, PTP conversion, cost per collection
- Drive quality through call monitoring and QA scoring
- Maximize use of call centre platforms, dialers, AI voice bots, and ERP
- Build DPD-bucket call strategies and improve collection process flow
- Recruit, train, coach and evaluate agents
- Report cleanly and defend numbers to leadership
Qualifications, Education and Competencies
Qualifications & Experience:
- University degree in a relevant field
- At least 1 year leading a collections or call centre team, ideally in lending, fintech or telco
Skills & Competencies:
- Results obsession with strong planning and prioritization skills
- Strong analytical instincts
- Sharp communication and negotiation skills
- Comfort with technology: call centre platforms, dialers, spreadsheets, ERP/CRM
- Fluent English and Luganda; other local languages a plus
How to Apply
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