The role of the Debt Collection Call Center Team Lead involves supervising and coordinating the daily operations of the debt collection agents to ensure efficient debt recovery, compliance with company standards, and achievement of set collection targets within Mogo Finance.
Responsibilities and Duties (What you will do):
- Organize and coordinate work tasks to ensure efficient operations.
- Ensure full compliance with ethical standards, company policies, and procedures.
- Maintain confidentiality of company and customer information at all times.
- Ensure timely execution and completion of duties assigned under this Job Description.
- Maintain full knowledge of the company’s operations, structure, products, and services.
- Monitor and enforce customer contractual obligations, payment timelines, and debt recovery processes.
- Supervise team activities to ensure achievement of set collection targets.
- Monitor, train, and support staff on the use of call centre tools and the company ERP system.
- Identify training needs and develop relevant training materials for the team.
- Allocate portfolios and distribute daily tasks to debt collection agents.
- Conduct performance reviews in line with company requirements.
- Engage customers and advise on viable debt repayment solutions.
- Ensure accurate and up-to-date customer data is maintained and accessible to relevant stakeholders.
- Conduct coaching sessions, call listening, and call calibration for agents.
- Handle customer inquiries via calls and in-person office visits when required.
- Provide recommendations for continuous improvement of debt collection processes.
- Perform any other duties as assigned.
Qualifications and Requirements (What you will need):
Education & Experience:
- Diploma or Degree in Business Administration, Marketing, or a related field.
- Minimum of two (2) years’ experience in debt collection, customer support, or call centre operations, preferably within a financial institution.
Skills & Attributes:
- Strong communication and interpersonal skills.
- Excellent analytical and problem-solving abilities.
- Ability to work independently and adapt quickly in a fast-paced environment.
- Fluency in both English and Swahili.
