Job Title: Call Center Supervisor (Fresher Jobs)
Organisation: Ideon
Duty Station: Kampala, Uganda
About Organisation:
Ideon Limited are providers of end to end business enabling services that helps businesses to expand and optimize operations across different industries.
Job Summary: 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.
Key Duties and Responsibilities:
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.
Qualifications, Skills and Experience:
- 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
How to Apply:
All candidates should apply online at the link below.
Deadline: 31st August 2025
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 48