Debt Collection Supervisor – Call Centre

About the role

The Debt Collection Supervisor will lead the call centre’s debt recovery operations, ensuring targets are met while maintaining high standards of professionalism and customer service.

Key responsibilities

• Manage early and middle-stage debt collection activities and supervise a team of up to 200 agents.
• Oversee operational KPIs, ensure timely completion of customer activities, and monitor outbound call quality.
• Act as primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure, driving AI improvements and automation.
• Lead A/B testing, process optimisation, and automation initiatives.
• Train staff on call centre tools, ERP system, and debt collection software, ensuring compliance and accurate record‑keeping.
• Prepare and present regular performance reports, set targets, and implement performance improvement plans.

Required profile

• University degree in a relevant field.
• At least 2 years of experience as a call centre manager, debt collection manager or similar role.
• Strong analytical, investigative and communication skills, with fluency in English and Swahili.
• High integrity, attention to detail and ability to work under pressure.

Required skills

• Webitel telephony platform.
• Grafana monitoring and BI tools.
• Experience with ERP and debt collection software.
• Basic digital literacy: CRM systems, spreadsheets, MS Office.
• Familiarity with AI‑driven reporting and automation.