{"id":107811,"date":"2026-08-14T09:01:32","date_gmt":"2026-08-14T09:01:32","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/debt-collection-supervisor-call-centre-nairobi\/"},"modified":"2026-08-14T09:01:32","modified_gmt":"2026-08-14T09:01:32","slug":"debt-collection-supervisor-call-centre-nairobi","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/debt-collection-supervisor-call-centre-nairobi\/","title":{"rendered":"Debt Collection Supervisor &#8211; Call Centre &#8211; Nairobi"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Debt Collection Supervisor - Call Centre - Nairobi\", \"description\": \"Duties and Responsibilities\\nKey Responsibilities:\\nManage all early and middle debt collection in a call center.\\nManage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.\\nServe as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.\\nPartner with the Prompt Engineer to drive AI improvements and reporting.\\nLead A\/B testing. Drive automation and process improvements.\\nMonitor the quality of outbound calls to ensure professionalism and good customer service.\\nMonitor and train staff on the use of call center tools in the department and the company\u2019s ERP system.\\nEnsure daily quality call thresholds are met and outcome objectives are achieved.\\nIdentify training needs and recommend or prepare training material.\\nMonitor and ensure proper use of debt collection tools.\\nEnsure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.\\nSubmit suggestions on debt collection process improvements. Skills & Competencies\\nHigh level of attention to detail and accuracy\\nStrong analytical and investigative skills\\nExcellent communication skills especially phone-based verification\\nStrong integrity and confidentiality standards\\nAbility to make sound judgment under pressure\\nGood record-keeping and documentation skills\\nBasic digital literacy CRM systems, mobile tools, spreadsheets\\nLeadership and Management:\\nSupervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target\\nLead the daily operations of the overdue collections team.\\nSupervise and motivate team leads and agents to meet performance goals.\\nProvide ongoing training, coaching, and feedback.\\nMonitor and optimize team performance through regular reviews and call monitoring.\\nEnsure compliance with regulatory requirements and company policies.\\nAddress escalated customer issues and provide solutions for customer satisfaction.\\nFoster a customer-centric culture, emphasizing respectful and ethical debt collection practices.\\nPrepare and present regular reports on team performance, key metrics, and collection trends.\\nSet targets for the team, share for approval, and ensure they are met.\\nDevelop and implement strategies to optimize workflows and enhance efficiency.\\nEnsure ongoing Performance Improvement Plans PIPs are in place, with regular meetings and follow-ups.\\nCollaborate with other departments for compliance and performance improvement.\\nReport to the Head of Department on team performance and trends.\\nAny other duties that may be assigned.\\nQualifications\\nMust have a university degree in a relevant field.\\nAt 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.\\nExperience in contact center automation processes\\nMust have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.\\nMust have excellent communication skills.\\nShould be proficient in MS Office.\\nExcellent knowledge of both Swahili and English languages.\\nExperience with Webitel, Grafana, BI tools, telephony and AI.\\nStrong analytical and stakeholder management skills.\\nWe Offer\\nCompetitive salary\\nBonus based on performance\\nFriendly and dynamic work environment\\nOpportunity for personal development\\nLast day to apply: 16\/08\/2026\", \"datePosted\": \"2026-08-13\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"Mogo Finance\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-08-27T23:59:59\", \"employmentType\": \"CONTRACTOR\"}<\/script><\/p>\n<p><strong>Company:<\/strong> Mogo Finance<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Contract<\/p>\n<p><strong>Apply Before:<\/strong> 2026-08-27<\/p>\n<h3>Job Description<\/h3>\n<p>Duties and Responsibilities<br \/>Key Responsibilities:<br \/>Manage all early and middle debt collection in a call center.<br \/>Manage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.<br \/>Serve as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.<br \/>Partner with the Prompt Engineer to drive AI improvements and reporting.<br \/>Lead A\/B testing. Drive automation and process improvements.<br \/>Monitor the quality of outbound calls to ensure professionalism and good customer service.<br \/>Monitor and train staff on the use of call center tools in the department and the company\u2019s ERP system.<br \/>Ensure daily quality call thresholds are met and outcome objectives are achieved.<br \/>Identify training needs and recommend or prepare training material.<br \/>Monitor and ensure proper use of debt collection tools.<br \/>Ensure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.<br \/>Submit suggestions on debt collection process improvements. Skills &#038; Competencies<br \/>High level of attention to detail and accuracy<br \/>Strong analytical and investigative skills<br \/>Excellent communication skills especially phone-based verification<br \/>Strong integrity and confidentiality standards<br \/>Ability to make sound judgment under pressure<br \/>Good record-keeping and documentation skills<br \/>Basic digital literacy CRM systems, mobile tools, spreadsheets<br \/>Leadership and Management:<br \/>Supervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target<br \/>Lead the daily operations of the overdue collections team.<br \/>Supervise and motivate team leads and agents to meet performance goals.<br \/>Provide ongoing training, coaching, and feedback.<br \/>Monitor and optimize team performance through regular reviews and call monitoring.<br \/>Ensure compliance with regulatory requirements and company policies.<br \/>Address escalated customer issues and provide solutions for customer satisfaction.<br \/>Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.<br \/>Prepare and present regular reports on team performance, key metrics, and collection trends.<br \/>Set targets for the team, share for approval, and ensure they are met.<br \/>Develop and implement strategies to optimize workflows and enhance efficiency.<br \/>Ensure ongoing Performance Improvement Plans PIPs are in place, with regular meetings and follow-ups.<br \/>Collaborate with other departments for compliance and performance improvement.<br \/>Report to the Head of Department on team performance and trends.<br \/>Any other duties that may be assigned.<br \/>Qualifications<br \/>Must have a university degree in a relevant field.<br \/>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.<br \/>Experience in contact center automation processes<br \/>Must have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.<br \/>Must have excellent communication skills.<br \/>Should be proficient in MS Office.<br \/>Excellent knowledge of both Swahili and English languages.<br \/>Experience with Webitel, Grafana, BI tools, telephony and AI.<br \/>Strong analytical and stakeholder management skills.<br \/>We Offer<br \/>Competitive salary<br \/>Bonus based on performance<br \/>Friendly and dynamic work environment<br \/>Opportunity for personal development<br \/>Last day to apply: 16\/08\/2026<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to Mogo Finance on talent.sage.hr to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1306261\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-08-27 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: Mogo Finance Location: Nairobi Job Type: Contract Apply Before: 2026-08-27 Job Description Duties and ResponsibilitiesKey Responsibilities:Manage all early 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1408,1409],"tags":[1443,1413,1515,1412],"class_list":["post-107811","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-contract","tag-job-listing","tag-mogo-finance","tag-myjobmag"],"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/107811","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=107811"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/107811\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=107811"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=107811"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=107811"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}