Job Title: Phone Soft Collections Manager
Organisation: MOGO Uganda
Duty Station: Kampala, Uganda
About Organisation:
MOGO Uganda is part of Eleving Group, an international FinTech company operating in 15 countries on three continents. MOGO provides affordable financing options for used cars, Boda Boda and Tuk Tuk loans for the people of Uganda.
Job Summary: The Phone Soft Collections Manager is responsible for managing the day-to-day operations of the Collections team focused on early-stage debt recovery using non-aggressive, customer-friendly strategies. The role demands strong leadership in directing team leaders and Collections team to meet performance and compliance standards, while ensuring the achievement of recovery targets. A key focus of the position is maintaining a customer-centric approach, promoting professional interactions, and ensuring operational excellence across all soft collections processes.
Key Duties and Responsibilities:
- Oversee daily operations of the collections team, ensuring everything runs smoothly and efficiently.
- Set and monitor key performance indicators (KPIs) such as call efficiency, contact rates, call quality, promises to pay (PTPs), and recovery outcomes.
- Develop and implement smart, customer-friendly strategies to improve recovery while building positive relationships.
- Plan staffing and shifts to ensure the right people are available when needed especially during peak times.
- Provide strategic leadership and mentorship to team leaders and collectors, fostering a culture of high performance, collaboration, and accountability.
- Conduct regular performance reviews with team leaders, giving clear feedback and support where needed.
- Partner with HR to identify training needs and deliver programs that build skills and confidence within the team.
- Monitor call quality and compliance with scripts and ensuring every interaction aligns with the company standards, values, and compliance requirements.
- Work closely with compliance and risk teams to align collection practices with company policy and regulatory requirements.
- Handle escalated cases and ensure resolution of customer concerns in a timely and satisfactory manner.
- Use customer feedback and data insights to fine-tune Company processes and improve results.
- Provide regular performance updates and strategic insights to senior management.
- Leverage reporting tools to spot trends, identify gaps, and suggest meaningful improvements.
Qualifications, Skills and Experience:
- Bachelor’s degree in business administration, Management, Finance, or a related field or equivalent hands-on experience.
- At least 5 years of experience managing outbound call center teams, with a bias in soft or early-stage collections.
- A track record of successfully managing teams in fast-paced, results-driven call center environments.
- Solid understanding of debt collection laws and soft recovery best practices.
- Experience working with contact center software, CRM systems, and reporting dashboards.
How to Apply:
All suitably qualified and interested candidates should send their applications and up-to-date CVs to: [email protected] with the subject “Phone Soft Collections Manager”
Deadline: 20th June 2025
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