Vacancy title:
Call Center Supervisor

[Type: FULL_TIME, Industry: Professional Services, Category: Customer Service]

Jobs at:
Ideon

Deadline of this Job:
Sunday, August 31 2025

Duty Station:
Uganda | Kampala | Uganda

Summary
Date Posted: Thursday, July 31 2025, Base Salary: Not Disclosed

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JOB DETAILS:

To supervise, train, and support a team of debt collection agents to ensure efficient portfolio recovery, high agent performance, adherence to compliance standards, and continuous improvement in collections strategies. The role requires hands-on involvement in agent quality assurance, portfolio allocation, recovery analysis, and team support to meet daily, weekly, and monthly collection targets.

   Duties & Responsibilities

1. Team Supervision & Portfolio Allocation
• Supervise and motivate a team of debt collectors to meet daily, weekly, and monthly collection targets.
• Review individual and team performance, conduct regular one-on-one coaching sessions, and issue performance improvement plans as needed.
• Conduct daily team briefings, assign portfolios, and monitor call volumes and quality.
• Analyze agent productivity and book performance to drive reallocation or further coaching.
• Use performance data to inform dynamic redistribution of portfolios.
• Promote a performance-driven and customer-sensitive culture within the team.
2. Quality Assurance & Compliance Monitoring
• Conduct regular QA sessions to evaluate call quality, tone, negotiations ethics compliance with scripts, adherence to internal policies and ethical collection practices and provide timely feedback to agents for improvements.
• Escalate potential breaches or complaints to management and support timely resolution.
3. Training, Coaching & Agent Development
• Deliver structured onboarding training for new collection agents including systems use, collection techniques, and compliance protocols.
• Review individual and team performance, conduct regular one-on-one coaching sessions, and issue performance improvement plans as needed.
• Provide weekly coaching to underperforming agents focusing on negotiation skills, call confidence, and professionalism.
• Organize regular refresher training sessions based on QA findings, process updates, and observed skill gaps.
• Mentor team members to prepare them for future team lead or supervisory roles.
4. Strategy Development & Process Improvement
• Analyze collection trends to identify underperforming areas.
• Recommend and pilot new collection strategies (e.g., time-of-day calling, broken promise campaigns, SMS/WhatsApp nudges).
• Design and test new approaches for improving recovery rates (e.g., SMS follow-ups, contact time adjustments, skip tracing refinements).
• Collaborate with system admins and analytics teams to automate reporting dashboards or improve collector tools.
• Propose policy adjustments for repayment restructuring or escalation thresholds to boost recovery rates.
5. Reporting & Portfolio Analysis
• Present findings to management with actionable recommendations for enhancing recovery or mitigating risk.
• Generate and submit daily, weekly, and monthly performance reports showing collection rates, call contactability, promise-to-pay (PTP) conversions, average handling times, right to party calls.

   Skills & Experience

• Degree in Business, Finance, Credit Management, or a related field.
  • Minimum 4 years of practical experience in debt collection, with 2+ years in a supervisory role.
  • Proficiency in Excel, MIS tools, dialer systems, and CRM platforms.
  • Experience in loan portfolio analysis and restructuring is a plus.
  • Exposure to digital lending or regulated financial institutions is an added advantage.
  • Strong leadership and people management skills.
  • Excellent communication, negotiation, and conflict resolution abilities.
  • Analytical mindset and ability to interpret performance data.
  • High emotional intelligence and resilience under pressure.
  • Strong sense of urgency, accountability, and integrity.
  
  KPI's
  • Right party calls
  • PTP conversion rate
  • Collection rate
  • QA scores
  • Average handling Time
  • Number of trained/coached agents and their post-training improvement
  • Agent productivity metrics(calls/hour, talk time)
  • Team attendance and attrition rate

Work Hours: 8

Experience in Months: 48

Level of Education: bachelor degree

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