Debt Collection Call Center Manager at Mogo Finance

Department: Debt Collection

Supervisor: Head of Debt Collection

Description

Duties and Responsibilities

• Manage all soft 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.
• Supervise a team of 100 agents by coordinating all daily activities and processes for delivery of set targets.
• Monitor the quality of outbound calls to ensure professionalism and good customer service.
• Monitoring and training on usage of call centre tools in the department and company’s ERP system.
• Ensure daily quality calls threshold are met and the outcome objectives are met.
• Identify training needs and recommend/ prepare training material.
• Monitor and ensure proper use of debt collection tools.
• Ensure that the debt collection process flow is adhered to and comments made in the ERP System.
• Submit suggestions on debt collection process improvements.

QUALIFICATIONS

• University degree in a related field.
• At least 1-year previous experience in the position of call centre manager, debt collection manager or similar position.
• High sense of responsibility, preciseness, ability to plan and set priorities and targets.
• Excellent communication skills.
• Good MS Office skills.
• Excellent Swahili and English language knowledge.

WE OFFER

• Competitive salary and monthly performance bonus
• Friendly and dynamic work environment
• Great opportunity to participate in building up business
• Support from a professional international team
• Opportunity for personal development