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About the Organisation
Call Center Supervisor job at Ideon | Apply Now
Kampala, Uganda
Ideon Recruitment Hub, a division of Ideon Limited, is dedicated to delivering comprehensive human resource outsourcing solutions that enable businesses to focus on their core operations. With a mission to provide customer-centric HR services, Ideon has established a reputation for adhering to strict ethical standards, confidentiality, and professional excellence.
The organization fosters a supportive work culture that emphasizes innovation and collaboration, offering employees opportunities for professional growth and development. Regularly, Ideon Recruitment Hub announces job openings across various sectors, including positions such as Relationship Officers, Business Development Professionals, and Call Center Interns, with work arrangements tailored to meet diverse client needs.
Since its inception, Ideon Limited has evolved by integrating advanced technologies into its business model, exemplified by the development of an Applicant Tracking System (ATS) that streamlines recruitment processes. Operating primarily in Nairobi, Kenya, Ideon's core values encompass integrity, professionalism, and a commitment to client success. Demonstrating corporate social responsibility, Ideon actively engages in ethical practices and contributes to the professional development of the workforce. For more information, visit their official website at https://www.ideon.co.ke/.
Are you looking for Finance jobs in Uganda 2025 today? then you might be interested in Call Center Supervisor job at Ideon
Full Time
Deadline:
31 Aug 2025
Job Title
Call Center Supervisor job at Ideon
Ideon
Job Description
Job Title: Call Center Supervisor (Fresher Jobs)
Organisation: Ideon
Duty Station: Kampala, Uganda
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, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
All candidates should apply online at the APPLY Button below.
Deadline: 31st August 2025
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How to Apply
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.
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.
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.
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.
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
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
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RESIDENTIAL
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
