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Call Centre Manager job at African Clean Energy (ACE) | Apply Now
Are you looking for Management jobs in Uganda 2025 today? then you might be interested in Call Centre Manager job at African Clean Energy (ACE)
About the Organisation
African Clean Energy (ACE) is a B-Corp certified social enterprise that manufactures and distributes the ACE One, a solar-biomass hybrid energy system. Designed to replace traditional cooking methods, this innovative product improves health, protects the environment, and enhances access to clean electricity for underserved populations in developing countries.
Kampala, Uganda
Full Time
Job Title
Call Centre Manager job at African Clean Energy (ACE)
African Clean Energy (ACE)
Job Description
The Call Centre Manager will be responsible for the day-to-day operations of the call centre, including team performance, customer communications, loan recovery campaigns, technical support, and data analytics. The successful candidate will lead a team of call agents, set performance metrics, manage campaigns targeting overdue accounts, and ensure high levels of customer satisfaction and retention. Post the initial six months, the role will expand to include broader support for sales conversions and long-term customer engagement strategies.
Duties, Roles and Responsibilities
Call Centre Operations & Team Management
Lead and develop a high-performing team of call centre agents
Train agents in loan recovery, conflict resolution, and product knowledge
Monitor call quality, team performance, and service delivery metrics
Track KPIs such as response times, call volume, and collection efficiency
Ensure compliance with company policies and relevant regulations
Loan Recovery & Portfolio Health (First 6 Months Focus)
Oversee structured campaigns for overdue repayments
Develop and refine scripts to improve repayment success
Set and track collection targets for the call centre team
Work with the Consumer Finance team to prioritize and address delinquent accounts
Analyze repayment patterns and recommend data-driven strategies
Escalate critical cases to Field Recovery Teams
Customer Engagement & Sales Support
Ensure inbound/outbound calls meet customer service standards
Convert inbound leads to sales through effective follow-up
Guide customers through onboarding, usage, and repayment processes
Run proactive retention campaigns to prevent non-usage and defaults
Data Analytics & Reporting
Maintain dashboards for tracking call performance and recovery metrics
Prepare weekly/monthly reports on collections and customer issues
Use insights to improve communication strategies and campaign effectiveness
Collaborate with field and finance teams to improve overall portfolio health
Continuous Improvement & Retention
Identify and address process gaps
Implement automation tools to boost efficiency
Design workflows that enhance satisfaction and reduce escalations
Partner with sales and after-sales to improve upselling and customer value
Key Performance Indicators (KPIs)
Loan Recovery Rate
Call Centre Efficiency
Customer Engagement
Sales Conversion Rate
Customer Satisfaction
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Minimum Qualifications:
Bachelor’s Degree in Business Administration, Finance, or related field
Experience:
5+ years of experience in call centre management, credit recovery, or customer service
Proven ability to handle loan collections under hire purchase models
Hands-on experience with CRM systems, call tracking tools, and analytics dashboards
Skills and Competencies:
Strong leadership and people management skills
Excellent communication, negotiation, and conflict resolution skills
Ability to design and implement structured customer engagement workflows
Data-driven with the ability to generate insights and drive improvements
Fluency in English and local languages
How to Apply
Send your application letter (indicating the job title and location in the subject line), an updated CV, copies of academic documents, and a copy of your National ID to:
