Debt Collection Call Centre Manager

About the role

Phillips International Auctioneers is seeking a Debt Collection Call Centre Manager to lead its call centre operations in Nairobi. The role involves driving collection performance, ensuring regulatory compliance, and building a high‑performing team of agents.

Key responsibilities

• Lead, motivate, coach and supervise collection agents to achieve individual and team targets.
• Allocate debt portfolios and daily workloads, and conduct performance reviews.
• Identify training needs, implement development programmes and run call monitoring, quality‑assurance and calibration sessions.
• Develop and implement effective debt collection strategies to maximise recoveries.
• Negotiate repayment solutions, maintain positive customer relationships and oversee invoicing, payment processing and account reconciliation.
• Handle escalated inquiries, disputes and complaints professionally.
• Track and analyse collection metrics such as collection rates, promise‑to‑pay performance, conversion rates and agent productivity.
• Prepare regular management and client reports on portfolio status and use data analytics to identify improvement opportunities.
• Ensure effective use of CRM systems, dialer platforms, ERP systems and other collection technologies.

Required profile

• Minimum 5 years of experience in debt collection, call‑centre management or a related field.
• Proven leadership and team‑building abilities.
• Strong analytical and reporting skills.
• Good understanding of regulatory and ethical standards in debt recovery.
• Excellent communication and negotiation skills.
• Ability to work under pressure and meet performance targets.

Required skills

• CRM systems
• Dialer platforms
• ERP systems
• Data analytics