Debt Collection Supervisor - Call Centre

ABOUT US
MOGO Auto Limited is part of Eleving Group, a global fintech company operating in Seventeen countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.
We offer a wide range of products including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.
With over 500,000 loans issued, we continue to grow rapidly- supported by our nationwide branch network and a user-friendly customer mobile App. We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives. At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya.
We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.

What you will do:
Key Responsibilities:

• Manage all early and middle debt collection in a call center.

• Manage team resources to ensure that all operational KPIs are met and required activities for each customer are done on time.

• Serve as the primary technical owner of Webitel, Chase It, Grafana and telephony infrastructure.

• Partner with the Prompt Engineer to drive AI improvements and reporting.

• Lead A/B testing. Drive automation and process improvements.

• Monitor the quality of outbound calls to ensure professionalism and good customer service.

• Monitor and train staff on the use of call center tools in the department and the company’s ERP system.

• Ensure daily quality call thresholds are met and outcome objectives are achieved.

• Identify training needs and recommend or prepare training material.

• Monitor and ensure proper use of debt collection tools.

• Ensure that the debt collection process flow is adhered to and that comments are properly recorded in the ERP system.

• Submit suggestions on debt collection process improvements. Skills & Competencies

• High level of attention to detail and accuracy

• Strong analytical and investigative skills

• Excellent communication skills (especially phone-based verification)

• Strong integrity and confidentiality standards

• Ability to make sound judgment under pressure

• Good record-keeping and documentation skills

• Basic digital literacy (CRM systems, mobile tools, spreadsheets)

Leadership and Management:

• Supervise team leaders with a total team of 200 agents by coordinating all daily activities and processes for delivery of set target

• Lead the daily operations of the overdue collections team.

• Supervise and motivate team leads and agents to meet performance goals.

• Provide ongoing training, coaching, and feedback.

• Monitor and optimize team performance through regular reviews and call monitoring.

• Ensure compliance with regulatory requirements and company policies.

• Address escalated customer issues and provide solutions for customer satisfaction.

• Foster a customer-centric culture, emphasizing respectful and ethical debt collection practices.

• Prepare and present regular reports on team performance, key metrics, and collection trends.

• Set targets for the team, share for approval, and ensure they are met.

• Develop and implement strategies to optimize workflows and enhance efficiency.

• Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and

• follow-ups.

• Collaborate with other departments for compliance and performance improvement.

• Report to the Head of Department on team performance and trends.

• Any other duties that may be assigned.

WHAT YOU NEED

• Must have a university degree in a relevant field.

• At least 2 years of previous experience in the position of call center manager, debt collection manager, or a similar role in a busy call center is key.

• Experience in contact center automation processes

• Must have a high sense of responsibility, precision, and the ability to plan and set priorities and targets.

• Must have excellent communication skills.

• Should be proficient in MS Office.

• Excellent knowledge of both Swahili and English languages.

• Experience with Webitel, Grafana, BI tools, telephony and AI.

• Strong analytical and stakeholder management skills.

With us you will
Feel Good

• A friendly and dynamic work environment

• An excellent well-being program:

• Health insurance (after probation period)

• Pension scheme (after probation period)

• Active social life and events

Win

• Fast results without the friction of bureaucracy

• Great victories due to the transparency of the company and its goals

• Bonuses and awards for the great work

• Participate in victory celebrations with your co-workers

Grow

• Together with an intelligent team

• Yourself and the company with the established feedback culture

• Your knowledge with training possibilities

WHY JOIN US

• Opportunity to work in a diverse, international environment across Africa and the Baltics.

• Exposure to cross-border taxation, compliance and group-level reporting.

• A supportive, growth-oriented team culture that values continuous learning and professional development.

Equal Employment Opportunity Policy
Mogo is an equal opportunity employer; we celebrate diversity; we are committed to creating an inclusive environment for all employees. Employment at Mogo is based solely on a person's merit and qualifications directly related to professional competence. We extend equal opportunity to all individuals regardless of race, religion, color, gender, disability, age, marital status and any other characteristics protected by law