Debt Collection Call Center Team Lead Mogo Finance

Debt Collection Call Center Team Lead Mogo Finance – Mogo Finance Kenya Job Details

About the Role

Mogo Finance is hiring a Debt Collection Call Center Team Lead to manage and oversee collection operations in Kenya. This is a full-time position suited for an experienced supervisor who can lead a team of debt collection agents while maintaining compliance with regulatory standards and company procedures. The role requires hands-on involvement in customer engagement, agent coaching, and portfolio management within a financial services environment.

As Debt Collection Call Center Team Lead at Mogo Finance, you will be responsible for coordinating daily operations, enforcing payment timelines, and driving collection targets. You’ll work closely with agents to improve performance, mentor staff on system usage, and ensure all customer data remains accurate and confidential. This position sits at the intersection of leadership, customer relations, and financial recovery operations.

Key Responsibilities

• Organize and coordinate collection tasks and workflows to maintain efficient daily operations.
• Supervise debt collection agents to ensure they meet agreed collection targets and performance standards.
• Monitor and enforce customer contractual obligations, payment schedules, and debt recovery procedures.
• Allocate customer portfolios and distribute daily task assignments to collection team members.
• Conduct coaching sessions, call listening exercises, and call calibration activities to improve agent performance.
• Train and support staff on the proper use of call center tools and the company ERP system.
• Engage with customers directly via phone or in-person office visits to discuss payment solutions and resolve inquiries.
• Identify training gaps, develop relevant training materials, and conduct performance reviews aligned with company standards.
• Maintain accurate and current customer data across all systems and ensure accessibility to relevant departments.
• Recommend process improvements to strengthen debt collection efficiency and effectiveness.

Requirements & Qualifications

• Diploma or Degree in Business Administration, Marketing, or related field.
• Minimum two years of experience in debt collection, customer support, or call center operations, preferably in a financial institution.
• Fluency in both English and Swahili.
• Strong communication and interpersonal skills with the ability to engage customers and guide teams.
• Excellent analytical and problem-solving capabilities to address operational challenges.
• Ability to work independently and adapt quickly in a structured but demanding environment.
• Demonstrated knowledge of company operations, structure, products, and services.

What to Expect

• A supervisory role that combines team leadership with hands-on collection work and customer interaction.
• Access to call center technology and ERP systems to manage workflows and track performance metrics.
• Responsibility for maintaining ethical standards, company policies, and strict confidentiality of sensitive financial and customer information.
• This Debt Collection Call Center Team Lead Mogo Finance position in Kenya is open to qualified candidates. Click Apply below to submit your application.