The Ugandan Jobline

Job Title:  Call Centre Manager

Organisation: African Clean Energy (ACE)

Duty Station: Kampala, Uganda

Directly Reports to: Managing Director

About Organisation:

African Clean Energy (ACE) is a B-Corp certified enterprise that produces and distributes the ACE One solar-biomass hybrid energy system. A small-yet-powerful smokeless stove, it will virtually eradicate the catastrophic impact that traditional cooking and heating methods inflict on health, environment, and poverty in developing countries around the world, and provides electricity.

Job Summary:   ACE is looking for a highly organized and results-driven Call Centre Manager to oversee customer engagement, customer satisfaction surveys (including NPS surveys), loan recovery, and after-sales support through a centralized call centre team.

For the first six months, the role will focus on supporting loan recovery efforts for ACE’s existing portfolio, ensuring effective repayment collection strategies, improved customer communication, and proactive account management. Beyond this, the role will expand to drive customer retention, technical support, and sales conversions.

The ideal candidate should have strong leadership abilities, a data-driven mindset, and hands-on experience in credit recovery, customer service, and call centre operations.

Key Duties and Responsibilities:

Call Centre Operations & Team Management

• Lead and develop a high-performing call centre team, ensuring strong execution of daily tasks.
• Train agents in loan collection techniques, conflict resolution, and product knowledge.
• Monitor call quality, agent performance, and customer interaction analytics.
• Establish and track KPIs & SLAs, including customer service response times, call completion rates, and collection efficiency.
• Ensure compliance with call centre policies and regulatory requirements.

Loan Recovery & Portfolio Health (First 6 Months Priority)

• Oversee and implement structured call campaigns for overdue loan collections.
• Develop and refine call scripts and negotiation strategies to maximize repayments.
• Set and track daily and weekly recovery targets for the call centre team.
• Collaborate with the Consumer Finance team to:
• Identify high-risk accounts and prioritize follow-ups.
• Manage early-stage and late-stage delinquent accounts with tailored communication strategies.
• Analyze repayment patterns and propose data-driven interventions.
• Escalate non-responsive or high-risk customers to the Field Recovery Teams for further action.

Customer Engagement & Sales Support

• Ensure all inbound and outbound calls adhere to ACE’s customer service standards.
• Track and optimize conversion rates from inquiries to confirmed sales.
• Manage customer onboarding calls, ensuring buyers fully understand product benefits, KYC requirements, usage, and repayment expectations.
• Implement proactive retention campaigns, targeting customers at risk of non-usage or default.

Data Analytics & Reporting

• Maintain real-time dashboards to track loan recovery progress, call centre performance, and customer engagement trends.
• Generate weekly and monthly reports on collections, customer inquiries, and resolution rates.
• Use data insights to refine call scripts, improve repayment negotiation tactics, and optimize outreach strategies.
• Work closely with Field Operations & Consumer Finance to provide actionable recommendations for improving portfolio health.

Continuous Improvement & Customer Retention

• Identify process gaps and implement automation tools to enhance efficiency.
• Develop customer engagement workflows to improve satisfaction and reduce escalations.
• Collaborate with Sales & After-Sales Teams to create value-added support strategies, improving customer retention and upsell opportunities.

Key Performance Indicators (KPIs)

• Loan Recovery Rate – % of overdue loans recovered per month.
• Call Centre Efficiency – Call resolution time, successful repayment commitments.
• Customer Engagement – % of customers ached and educated on repayment & product use.
• Sales Conversion Rate – Leads converted to closed sales from inbound calls.
• Customer Satisfaction – Call quality ratings and dispute resolution success.

Qualifications, Skills and Experience:

• Bachelor’s degree in Business Administration, Finance, or a related field.
• 5+ years of experience in call centre management, loan collections, or customer service operations.
• Proven experience in credit recovery under hire purchase arrangements and customer retention strategies.
• Data-driven leader, with strong experience in call tracking tools, CRM, and analytics dashboards.
• Strong leadership skills, with experience managing high-performing customer service teams.
• Excellent negotiation, conflict resolution, and problem-solving skills.
• Ability to implement structured customer engagement processes that drive revenue and customer satisfaction.
• Fluency in English and local languages for effective customer communication.

NB: African Clean Energy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to Apply:  

Please send your application Letter clearly stating in the location you are applying for in the email subject, CV, Copies of academic documents and copy of National ID to careersuganda@africancleanenergy.com

Deadline: 28th February 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

Related Jobs