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About the Organisation
Team Leader – Contact Center job at Ideon BPO Uganda | 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 Team Leader – Contact Center job at Ideon BPO Uganda
Full Time
Deadline:
13 Aug 2025
Job Title
Team Leader – Contact Center job at Ideon BPO Uganda
Ideon BPO Uganda
Job Description
Job Title: Team Leader – Contact Center
Company: Ideon BPO Uganda
Location: Kampala, Uganda
Department: Operations
Reports to: Head of Operations
Application Email: recruitment@ideon.co.ug
Job Purpose
Ideon BPO Uganda is seeking a results-oriented Team Leader – Contact Center to lead and support a team of debt collection agents. This role focuses on achieving recovery targets, enhancing agent performance, ensuring compliance with collection standards, and driving strategic improvements in collection processes. The ideal candidate is a strong leader with proven experience in collections, team supervision, and performance analysis.
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.
Qualified and interested candidates should send their CV and cover letter to: recruitment@ideon.co.ug
Subject Line: Application – Team Leader Contact Center
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How to Apply
1. Team Leadership & Performance Management
Supervise, motivate, and guide a team of collection agents to meet daily, weekly, and monthly recovery goals.
Allocate and reassign portfolios based on performance data and capacity analysis.
Conduct daily team briefings, review performance metrics, and lead one-on-one coaching sessions.
Drive a results-focused and customer-sensitive team culture.
Implement performance improvement plans (PIPs) where necessary.
2. Quality Assurance & Compliance
Monitor calls to ensure adherence to scripts, ethical standards, and compliance protocols.
Deliver regular QA evaluations and provide constructive feedback.
Flag and escalate potential compliance breaches or customer complaints in a timely manner.
3. Training, Coaching & Agent Development
Deliver onboarding training to new agents covering systems, compliance, and collection techniques.
Identify performance gaps and provide targeted coaching on communication, negotiation, and professionalism.
Organize refresher training sessions based on QA insights or process changes.
Mentor high-potential agents for future leadership opportunities.
4. Strategy & Process Optimization
Analyze collection data to identify underperforming areas and drive improvements.
Pilot new recovery strategies such as optimized call scheduling, broken promise campaigns, and digital nudges (SMS/WhatsApp).
Collaborate with system and analytics teams to improve dashboards and collector tools.
Recommend policy adjustments to enhance recovery efficiency.
5. Reporting & Analytics
Prepare and submit daily, weekly, and monthly reports on performance indicators such as:
Collection and recovery rates
Right Party Contact (RPC) rates
Promise-to-Pay (PTP) conversion rates
QA scores
Average Handling Time (AHT)
Agent productivity metrics
Attendance and attrition trends
Present actionable insights to management to improve recovery outcomes.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor’s degree in Business, Finance, Credit Management, or related discipline.
At least 4 years of hands-on experience in debt recovery, with 2+ years in a supervisory or team lead role.
Proficient in Excel, CRM systems, dialer platforms, and reporting tools.
Experience with digital lending or regulated financial services is a plus.
Background in loan restructuring or portfolio analysis is an added advantage.
Key Performance Indicators (KPIs)
Right Party Call rate
PTP conversion rate
Recovery/collection rate
QA score performance
Average Handling Time (AHT)
Post-training performance improvement
Agent productivity (calls per hour, talk time)
Team attendance and attrition
Core Competencies
Strong leadership and team management abilities
Excellent communication, coaching, and conflict resolution skills
Analytical and data-driven decision-making skills
High emotional intelligence and resilience under pressure
A strong sense of accountability, integrity, and urgency
