Soft Collections Supervisor - Call Center

About the role

The Soft Collections Supervisor will lead a large team of agents in a Nairobi‑based call centre, overseeing soft and middle‑stage debt collection activities. The role combines operational management, technical ownership of key platforms, and continuous improvement of processes and performance.

Key responsibilities

• Manage daily operations of the soft and middle debt collection team, ensuring KPIs and activity timelines are met.
• Supervise up to 200 agents through team leaders, providing coaching, performance reviews and PIPs.
• Own the technical administration of Webitel, Chase It, Grafana and the telephony infrastructure.
• Partner with Prompt Engineer to implement AI‑driven reporting and A/B testing.
• Drive automation, workflow optimisation and process‑improvement initiatives.
• Monitor call quality, ensure professional customer interactions and compliance with regulatory standards.
• Train staff on call‑centre tools, ERP and CRM systems, and maintain accurate records in the ERP.
• Prepare and present regular performance reports and collection trend analyses.

Required profile

• Strong attention to detail with high accuracy in data handling.
• Excellent analytical, investigative and judgment skills under pressure.
• Proven ability to lead large teams, motivate staff and meet performance targets.
• High integrity, confidentiality and adherence to ethical debt‑collection practices.
• Good documentation and record‑keeping capabilities.

Required skills

• Webitel
• Chase It
• Grafana
• ERP system
• CRM systems
• Spreadsheets