Call Centre Manager - Soft Collections

Description (Public)

Own soft and middle collections for MOGO Uganda's Phones and Mobility portfolios, managing a floor of up to 100 agents and driving recovery targets, cure rates, and collection quality.

Duties, Roles and Responsibilities

Lead soft and middle collections across Phones and Mobility portfolios
Manage up to 100 agents and team leads
Own KPIs: cure rate, contact rate, PTP conversion, cost per collection
Drive quality through call monitoring and QA scoring
Maximize use of call centre platforms, dialers, AI voice bots, and ERP
Build DPD-bucket call strategies and improve collection process flow
Recruit, train, coach and evaluate agents
Report cleanly and defend numbers to leadership

Qualifications, Education and Competencies

Qualifications & Experience:

University degree in a relevant field
At least 1 year leading a collections or call centre team, ideally in lending, fintech or telco

Skills & Competencies:

Results obsession with strong planning and prioritization skills
Strong analytical instincts
Sharp communication and negotiation skills
Comfort with technology: call centre platforms, dialers, spreadsheets, ERP/CRM
Fluent English and Luganda; other local languages a plus

How to Apply

About Mogo Uganda

MOGO Uganda, a subsidiary of Eleving Group, is a leading asset financing company dedicated to providing accessible financial solutions, including boda boda financing, car logbook loans, and smartphone financing, to empower individuals in achieving their mobility and personal goals. The company has earned a strong reputation for its customer-centric approach, offering personalized services that cater to the unique needs of its clients. MOGO Uganda fosters an inclusive and dynamic work culture, emphasizing open communication, professional development, and a balance between corporate performance and a startup mindset. Employees benefit from equal opportunities, continuous learning, and active social engagements. The company is committed to innovation, exemplified by its partnership with Zembo Motorcycles to promote electric mobility solutions in Uganda, reflecting its dedication to sustainable and eco-friendly transportation options. With a diverse team of over 2,300 professionals across three continents, MOGO Uganda upholds core values of accessibility, care, trustworthiness, and transparency. Demonstrating its commitment to corporate social responsibility, the company actively engages in community initiatives, such as supporting local foundations and promoting environmental sustainability. For more information on career opportunities and services, visit MOGO Uganda's official website at www.mogo.co.ug.