Mogo Finance Debt Collection Supervisor - Call Centre - Nairobi Jobs in Kenya


Mogo Finance Debt Collection Supervisor - Call Centre - Nairobi Jobs in Kenya; The Debt Collection Supervisor will manage early and middle debt collection operations in a busy call centre. The role requires strong leadership, technical expertise in call centre systems, and the ability to supervise a large team to meet operational KPIs while ensuring professionalism and customer satisfaction.

Key Responsibilities

  • Manage debt collection processes in the call centre and ensure timely customer follow‑up.

  • Supervise team resources to meet KPIs and operational targets.

  • Serve as technical owner of Webitel, Chase It, Grafana, and telephony infrastructure.

  • Partner with Prompt Engineer to drive AI improvements and reporting.

  • Lead A/B testing, automation, and process improvements.

  • Monitor outbound call quality and ensure professionalism.

  • Train staff on call centre tools and ERP systems.

  • Identify training needs and prepare training materials.

  • Ensure adherence to debt collection process flow and proper documentation in ERP.

  • Submit suggestions for process improvements.

    Leadership & Management

  • Supervise team leaders and a total team of 200 agents.

  • Lead daily operations of the overdue collections team.

  • Motivate and coach team leads and agents to meet performance goals.

  • Monitor and optimize team performance through reviews and call monitoring.

  • Ensure compliance with regulatory requirements and company policies.

  • Address escalated customer issues and provide solutions.

  • Foster a customer‑centric culture with ethical debt collection practices.

  • Prepare and present reports on team performance, metrics, and trends.

  • Set team targets,
    monitor progress, and ensure delivery.

  • Implement strategies to optimize workflows and efficiency.

  • Ensure Performance Improvement Plans (PIPs) are in place with regular follow‑ups.

  • Collaborate with other departments for compliance and performance improvement.

    Qualifications

  • University degree in a relevant field.

  • Minimum two (2) years’ experience as a call centre manager, debt collection manager, or similar role.

  • Experience in contact centre automation processes.

  • High sense of responsibility, precision, and ability to plan and prioritize.

  • Excellent communication skills.

  • Proficiency in MS Office.

  • Fluency in English and Swahili.

  • Experience with Webitel, Grafana, BI tools, telephony, and AI.

  • Strong analytical and stakeholder management skills.

    How to apply

    For more information and job application details, see; Mogo Finance Debt Collection Supervisor - Call Centre - Nairobi Jobs in Kenya

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