Debt Collection Supervisor - Call Centre

Role Overview

You will take ownership of early-stage and mid-stage debt collections across a large, high-activity call centre, steering a team of roughly 200 agents through a layer of team leaders. This role is about more than hitting daily dial targets: you are the operational backbone ensuring resources are used effectively, systems run reliably, and every customer interaction reflects professionalism and regulatory care. By combining hands-on management with technical oversight of telephony and automation tools, you will directly influence collection performance and the quality of the customer experience.

Key Responsibilities

• Coordinate the full daily workflow of the collections floor, assigning resources and adjusting schedules to ensure every KPI and customer-related activity is completed on time.
• Act as the go-to technical owner for Webitel, Chase It, Grafana, and the wider telephony setup, troubleshooting issues and maintaining system stability for uninterrupted operations.
• Work with the Prompt Engineer to refine AI-driven processes, improve reporting accuracy, and feed real operational insights into automated workflows.
• Plan and run A/B tests on collection approaches, then implement the winning strategies to reduce friction and increase recovery rates.
• Listen to outbound calls regularly, evaluate agent performance against quality benchmarks, and coach staff on tone, compliance, and effective communication.
• Train team members on call centre software and the company’s ERP system, and identify gaps in knowledge that require new training materials.
• Check that all collection activities follow the approved process flow, with accurate notes and updates recorded in the ERP system at every touchpoint.
• Track performance data, prepare reports for senior leadership, and propose concrete improvements to collection workflows, automation, and tool usage.

Requirements & Qualifications

• A university degree in a relevant discipline such as business, finance, or management.
• At least two years of experience as a call centre manager, debt collection manager, or similar leadership role in a busy call centre environment.
• Proven experience with contact centre automation processes and a solid command of telephony systems, BI tools, and AI-driven reporting (hands-on familiarity with Webitel and Grafana is strongly preferred).
• Excellent spoken and written communication skills in both Swahili and English.
• Strong analytical abilities, with a knack for interpreting dashboards, spotting trends, and making data-backed decisions.
• Proficiency in MS Office (Excel, Word, PowerPoint) and comfort with CRM systems used for collections tracking.
• High integrity, attention to detail, and the ability to maintain confidentiality while handling sensitive debtor information.
• Confidence managing multiple priorities, setting clear targets, and working effectively under pressure.

What We Offer / Why Join

This position comes with a competitive salary and a performance-based bonus that rewards achieving collection goals. You will work in a friendly, dynamic environment where collaboration is encouraged, and you will have real opportunities for personal development and career growth as you shape the future of the collections operation.