Debt Collection Supervisor - Call Centre

Role Overview

Lead the daily work of an overdue-collections contact centre, coordinating team leaders and a large agent workforce to meet collection, service, and quality targets. You will oversee people, performance, and the systems that support collection activity, while improving workflows through automation, analysis, and collaboration with the Prompt Engineer.

Key Responsibilities

• Direct daily early- and mid-stage debt collection operations, coordinating team leaders and approximately 200 agents to deliver approved targets and complete required customer activities on schedule.
• Set team targets for approval, track results, and report performance, collection trends, and operational risks to the Head of Department.
• Monitor call quality, daily call volumes, collection outcomes, and agent performance; coach team leaders and agents and maintain regular performance reviews and follow-ups on improvement plans.
• Own the operational use of Webitel, Chase It, Grafana, telephony systems, the ERP, and other collection tools, supporting staff in using them correctly.
• Work with the Prompt Engineer on AI-related improvements and reporting, and lead A/B tests to assess changes to collection workflows.
• Identify opportunities to automate tasks and improve processes, then develop and implement practical changes to increase efficiency.
• Ensure collection procedures are followed, customer interactions remain professional and respectful, and call outcomes and customer notes are accurately recorded in the ERP.
• Address escalated customer concerns, identify training needs, deliver coaching or training materials, and work with other departments on compliance and performance improvements.

Requirements & Qualifications

• University degree in a relevant field.
• At least two years of experience as a call centre manager, debt collection manager, or in a comparable leadership role in a busy contact centre.
• Experience with contact-centre automation and familiarity with Webitel, Grafana, BI tools, telephony systems, and AI applications.
• Excellent spoken and written Swahili and English, including confidence communicating with customers by phone.
• Proficiency in Microsoft Office and general digital tools, including CRM or ERP systems and spreadsheets.
• Strong analytical, investigative, and stakeholder-management skills, with accuracy in record-keeping and reporting.
• Demonstrated ability to set priorities and targets, plan team resources, and make sound decisions under pressure.
• High standards of integrity, confidentiality, responsibility, and respectful customer service.