Job Title: Hard Collections Call Center Supervisor
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 Hard Collections Call center Supervisor will lead and supervise the Call center agents (Hard Collections) in recovering overdue accounts by ensuring the team is making effective phone conversations, skip tracing, and adhering to recovery policies. The role ensures that high-risk accounts are pursued strategically, professionally, and in compliance with all regulatory and ethical standards.
Key Duties and Responsibilities:
Team Management and Supervision
- Supervise and coordinate activities of hard collections agents Set daily/weekly collection targets and monitor performance.
- Conduct regular performance reviews with the team, giving clear feedback, guidance, mentorship, training and support to ensure team effectiveness. Oversee recovery of accounts in hard/default stages. (Over due cases)
- Ensure timely resolution of assigned accounts to reduce portfolio at risk (PAR). Guide the team in advanced skip tracing techniques to locate unreachable clients.
- Collaborate with field collections team to ensure repossession is effectively done
Reporting and Compliance
- Prepare and submit daily, weekly, and monthly collection performance reports. Ensure all collections activities comply with company policies and regulatory standards.
- Handle escalated cases and provide support to resolve disputes or customer complaints.
- Identify trends in default and recommend improvements in recovery strategies.
Qualifications, Skills and Experience:
- Bachelor’s degree in business administration, Finance, or related field 3+ years of experience in debt recovery, with at least 1 year in a supervisory ro
- Experience in microfinance, banking, or financial services is an added advantage.
Skills and competencies:
- Strong leadership and people management skills
- Good negotiation and conflict resolution abilities
- Analytical thinking and problem-solving
- Excellent communication and interpersonal skills
- Ability to work under pressure and meet tight deadlines
- Knowledge of field collections tools and CRM/ERP systems
How to Apply:
Send your application and updated CV to careers @mogo.co.ug with the subject ” Hard Collections Call Center Supervisor.”
Deadline: 21st August 2025
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 36