Job Summary

As a Soft Collections Manager, you own soft and middle collections for our Phones and Mobility portfolios reporting to the Head of Debt Collection with a dotted line to the Country Manager. You'll run a floor of over 130 agents, 10 team Leaders and 2 Managers

This is not a seat-warming supervisor job. It's a role for someone who wants to build, push, and prove they can move numbers. Success will be measured on Cure rates, contact rates, PTP conversion, and cost per collection.

Duties and Responsibilities

• Lead soft and middle collections across the Phones and Mobility (boda/tuktuk) portfolios, hitting daily, weekly and monthly recovery targets.
• Manage over 130 agents, 10 team Leaders and 2 Managers: set targets, cascade them, and hold the floor accountable to delivery.
• Own the KPIs: cure rate (self-cure vs assisted), contact and right-party-contact rates, PTP conversion and kept-rate, abandonment and idle time, and cost per collection.
• Drive quality: monitor outbound and inbound call quality, run QA scoring, and lift professionalism and customer experience.
• Get the most out of the tools: Webitel/call centre platform, dialer strategy, IVR/USSD flows, AI voice bots, and the ERP. Push adoption and clean data discipline.
• Build DPD-bucket call strategies and continuously improve the collection process flow, feeding proposals up the chain.
• Recruit, train, coach and evaluate agents; identify skill gaps and build the material to close them.
• Report cleanly and defend your numbers in front of leadership.

Qualifications, Competence and Skills

• A university degree in a relevant field.
• At least 3 years leading a collection or call centre team, ideally in lending, fintech or telco. If you've led from the front and can show the numbers, we want to talk.
• A results obsession. You plan, prioritize, set targets and chase them relentlessly.
• Strong analytical instincts: you read a report, find the leak, and fix it.
• Sharp communication and negotiation skills, with high integrity and confidentiality standards.
• Comfort with technology: call centre platforms, dialers, spreadsheets, ERP/CRM, and an appetite to work with AI collection tools.
• Fluent English and Luganda; other local languages a plus.

• Lead soft and middle collections across the Phones and Mobility (boda/tuktuk) portfolios, hitting daily, weekly and monthly recovery targets.
• Manage over 130 agents, 10 team Leaders and 2 Managers: set targets, cascade them, and hold the floor accountable to delivery.
• Own the KPIs: cure rate (self-cure vs assisted), contact and right-party-contact rates, PTP conversion and kept-rate, abandonment and idle time, and cost per collection.
• Drive quality: monitor outbound and inbound call quality, run QA scoring, and lift professionalism and customer experience.
• Get the most out of the tools: Webitel/call centre platform, dialer strategy, IVR/USSD flows, AI voice bots, and the ERP. Push adoption and clean data discipline.
• Build DPD-bucket call strategies and continuously improve the collection process flow, feeding proposals up the chain.
• Recruit, train, coach and evaluate agents; identify skill gaps and build the material to close them.
• Report cleanly and defend your numbers in front of leadership.

• Strong analytical instincts
• Sharp communication and negotiation skills
• High integrity and confidentiality standards
• Comfort with technology: call centre platforms, dialers, spreadsheets, ERP/CRM
• Appetite to work with AI collection tools
• Fluent English and Luganda

• A university degree in a relevant field.
• At least 3 years leading a collection or call centre team, ideally in lending, fintech or telco.
• Proven ability to lead from the front and show numbers.
• Results obsession.