About 4G Capital

4G Capital is the market leader in unsecured working capital lending in Kenya and Uganda. We exist to unlock human potential for good by providing MSMEs with instant access to credit and business knowledge through innovative, data-led fintech solutions. As Africa’s highest-scoring fintech B Corp, we combine strong commercial performance with real social impact.

The Role

We are looking for a results-driven Call Centre Team Leader to lead, coach, and inspire our Call Centre team. This role is critical in driving revenue, improving quality, and ensuring an exceptional customer experience while maintaining high operational standards. If you’re a hands-on leader who thrives in fast-paced environments and knows how to get the best out of sales teams, this role is for you.

Key Responsibilities

• Drive overall call centre performance, efficiency, and optimisation
• Coach, mentor, and motivate Call Centre Agents to consistently achieve individual and team KPIs
• Ensure strict adherence to Call Centre SOPs and SLAs
• Conduct call monitoring, quality checks, and regular calibration sessions
• Identify performance gaps and recommend targeted training and support
• Monitor customer interactions and proactively resolve escalations
• Oversee fair portfolio distribution across agents
• Track attendance, leave schedules, and productivity metrics
• Maintain accurate attendance and leave records
• Ensure call centre equipment is well maintained and report any issues promptly
• Support agents with queries and escalate complex issues when required

Key Performance Indicators

• Disbursement targets (repeat loans)
• Active customer growth
• Customer retention rates
• Sales on-time collections (91% OTC)
• Overall collections (97%)
• Call volumes and quality assurance scores
• 95% team attendance

Qualifications & Experience

• Undergraduate Degree from a recognized institution
• At least 1 year experience in a similar leadership or supervisory call centre role
• Proven ability to manage performance, coach teams, and deliver results
• Strong analytical, communication, and people management skills

Career Growth at 4G Capital

High-performing Team Leaders can grow into roles such as:

• Quality Assurance Analyst
• Operations Administrator
• Assistant Operations Manager
• Operations Manager

(Progression is performance-based, with consistent achievement of KPIs.)

Why Join 4G Capital?

• Lead a high-impact, purpose-driven sales operation
• Clear performance-based career progression
• Dynamic and supportive work culture
• Opportunity to shape customer experience and revenue outcomes

• Drive overall call centre performance, efficiency, and optimisation
• Coach, mentor, and motivate Call Centre Agents to consistently achieve individual and team KPIs
• Ensure strict adherence to Call Centre SOPs and SLAs
• Conduct call monitoring, quality checks, and regular calibration sessions
• Identify performance gaps and recommend targeted training and support
• Monitor customer interactions and proactively resolve escalations
• Oversee fair portfolio distribution across agents
• Track attendance, leave schedules, and productivity metrics
• Maintain accurate attendance and leave records
• Ensure call centre equipment is well maintained and report any issues promptly
• Support agents with queries and escalate complex issues when required

• Strong analytical skills
• Strong communication skills
• Strong people management skills

• Undergraduate Degree from a recognized institution
• At least 1 year experience in a similar leadership or supervisory call centre role
• Proven ability to manage performance, coach teams, and deliver results