• Oversee daily operations of the collections team, ensuring everything runs smoothly and efficiently. • Set and monitor key performance indicators (KPls) such as call efficiency, contact rates, call quality, promises to pay (PTPs), and recovery outcomes. • Develop and implement smart, customer-friendly strategies to improve recovery while building positive relationships. • Plan staffing and shifts to ensure the right people are available when needed especially during • Provide strategic leadership and mentorship to team leaders and collectors, fostering a culture of high performance, collaboration, and accountability. • Conduct regular performance reviews with team leaders, giving clear feedback and support where • Partner with HR to identify training needs and deliver programs that build skills and confidence within the team. • Monitor call quality and compliance with scripts and ensuring every interaction aligns with the company standards, values, and compliance requirements. • Work closely with compliance and risk teams to align collection practices with company policy and regulatory requirements. • Handle escalated cases and ensure resolution of customer concerns in a timely and satisfactory • Use customer feedback and data insights to fine-tune Company processes and improve results. • Provide regular performance updates and strategic insights to senior management. • Leverage reporting tools to spot trends, identify gaps, and suggest meaningful improvements.

• Bachelor’s degree in business administration, Management, Finance, or a related field or equivalent hands-on experience. • At least 5 years of experience managing outbound call center teams, with a bias in soft or early-stage collections. • A track record of successfully managing teams in fast-paced, results-driven call center environments. • Solid understanding of debt collection laws and soft recovery best practices. • Experience working with contact center software, CRM systems, and reporting dashboards.

How to Apply: All suitably qualified and interested candidates should send their applications and up-to-date CVs to: careers@mogo.co.ug with the subject “Phone Soft Collections Manager”