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Jobs›Other›Debt Collection Supervisor – Call Centre

Debt Collection Supervisor – Call Centre

Hiring organisations Expand Recruitment Services

⌖ Nairobi, Kenya◷ Full-time◫ On-site▣ Customer Service
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Closing 23 Apr 2027
VACANCY DETAILS

Job particulars

Job title
Debt Collection Supervisor – Call Centre
Hiring organisation
s Expand Recruitment Services
Location
Nairobi, Kenya
Employment type
Full-time
Work arrangement
On-site
Industry
Customer Service
Level
Management
Experience
2+ years
Posted
21 Oct 2026
Closing date
23 Apr 2027

Key responsibilities

  • Manage all early and middle debt collection in a call center.
  • Manage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.
  • Serve as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.
  • Partner with the Prompt Engineer to drive AI improvements and reporting.
  • Lead A/B testing. Drive automation and process improvements.
  • Monitor the quality of outbound calls to ensure professionalism and good customer service.
  • Monitor and train staff on the use of call center tools in the department and the company’s ERP system.
  • Ensure daily quality call thresholds are met and outcome objectives are achieved.
  • Identify training needs and recommend or prepare training material.
  • Monitor and ensure proper use of debt collection tools.
  • Ensure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.
  • Submit suggestions on debt collection process improvements. Skills & Competencies.
  • High level of attention to detail and accuracy.
  • Strong analytical and investigative skills.
  • Excellent communication skills (especially phone-based verification)
  • Strong integrity and confidentiality standards.
  • Ability to make sound judgment under pressure.
  • Good record-keeping and documentation skills.
  • Basic digital literacy (CRM systems, mobile tools, spreadsheets)
  • Leadership and Management:.
  • Supervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target.
  • Lead the daily operations of the overdue collections team.
  • Supervise and motivate team leads and agents to meet performance goals.
  • Provide ongoing training, coaching, and feedback.
  • Monitor and optimize team performance through regular reviews and call monitoring.
  • Ensure compliance with regulatory requirements and company policies.
  • Address escalated customer issues and provide solutions for customer satisfaction.
  • Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.
  • Prepare and present regular reports on team performance, key metrics, and collection trends.
  • Set targets for the team, share for approval, and ensure they are met.

Candidate requirements

  • Must have a university degree in a relevant field.
  • At least 2 years of previous experience in the position of call center manager, debt collection manager, or a similar role in a busy call center is key.
  • Experience in contact center automation processes.
  • Must have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.
  • Must have excellent communication skills.
  • Should be proficient in MS Office.
  • Excellent knowledge of both Swahili and English languages.
  • Experience with Webitel, Grafana, BI tools, telephony and AI.
  • Strong analytical and stakeholder management skills.
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HIRING ORGANISATION

Hiring organisation

s Expand Recruitment Services