Call Centre Manager – Soft Collections Jobs in Uganda 2026 – MOGO Uganda

About MOGO Uganda

Job Summary

Key Responsibilities

• Lead soft and middle collections operations for phone and mobility loan portfolios.
• Manage daily, weekly, and monthly loan recovery targets.
• Supervise up to 100 call centre agents and team leaders.
• Set performance targets and ensure accountability across the collections floor.
• Monitor and improve key collection metrics including:
  • Cure rates
  • Contact rates
  • Right-party-contact rates
  • Promise-to-pay (PTP) conversion
  • Kept payment rates
  • Abandonment rates
  • Cost per collection
• Develop strategies to improve loan repayment performance.
• Monitor outbound and inbound call quality.
• Conduct quality assurance reviews and improve customer service standards.
• Optimize use of call centre technology, including:
  • Webitel platforms
  • Dialers
  • IVR systems
  • USSD flows
  • AI voice collection tools
  • ERP and CRM systems
• Ensure accurate customer data management and reporting.
• Develop collection strategies based on Days Past Due (DPD) loan buckets.
• Identify process gaps and recommend improvements.
• Recruit, train, coach, and evaluate collections agents.
• Identify employee skill gaps and develop training solutions.
• Prepare performance reports and present results to senior leadership.
• Maintain professionalism, confidentiality, and ethical collection practices.

Minimum Qualifications

• Bachelor’s Degree in Business Administration, Finance, Economics, Management, Customer Service, or a related field.
• Minimum of one (1) year experience leading a collections or call centre team.
• Experience in lending, fintech, banking, insurance, or telecommunications is highly preferred.
• Proven ability to achieve measurable performance targets.

Required Skills and Competencies

• Call centre team management
• Agent coaching and supervision
• Performance management
• Staff motivation
• Training and development

• Debt recovery strategies
• Loan collections management
• Customer negotiation
• Payment arrangement management
• Recovery target achievement

• KPI monitoring
• Data analysis
• Performance reporting
• Identifying operational gaps
• Process improvement

• Call centre platforms
• CRM systems
• ERP systems
• Dialer management
• Microsoft Excel and reporting tools
• AI-powered customer engagement tools

• Results-oriented mindset
• Strong communication skills
• High integrity
• Confidentiality
• Problem-solving ability
• Ability to work under pressure
• Strong decision-making skills

Language Requirements

• English
• Luganda

Why Join MOGO Uganda?

• Join a rapidly growing fintech and asset finance company.
• Lead a large customer operations team.
• Gain experience in technology-driven collections.
• Develop leadership and business management skills.
• Work with modern digital financial tools.
• Build a career in Uganda’s financial services sector.
• Participate in process innovation and business growth.

What Your CV Should Include

• Professional summary highlighting call centre or collections leadership experience.
• Academic qualifications.
• Detailed employment history.
• Experience managing call centre agents or collection teams.
• Achievements supported by numbers, such as:
  • Recovery targets achieved
  • Team size managed
  • Improvement in collection rates
  • Reduced customer complaints
• Experience with CRM, ERP, dialers, or call centre systems.
• Customer service and negotiation experience.
• Leadership and training experience.
• Professional references.

Cover Letter Tips

• Address the Hiring Manager professionally.
• Clearly state your interest in the Call Centre Manager – Soft Collections position.
• Highlight your experience managing collections or call centre operations.
• Mention your ability to improve recovery performance and team productivity.
• Include examples of measurable achievements.
• Demonstrate knowledge of fintech, lending, or customer operations.
• Explain why you want to join MOGO Uganda.
• Keep the letter focused and professional.

Common Call Centre Manager Interview Questions

1. Tell us about yourself.
2. Why do you want to work with MOGO Uganda?
3. Describe your experience managing a call centre team.
4. How do you improve collection performance?
5. What collection KPIs have you managed before?
6. How do you motivate underperforming agents?
7. Explain your approach to debt recovery.
8. How do you handle difficult customers?
9. How do you ensure quality customer interactions?
10. What experience do you have with CRM or call centre systems?
11. How would you manage a team of 100 agents?
12. How do you analyze collection reports?
13. Describe a time you improved a business process.
14. How do you balance achieving targets with customer experience?
15. Why should we hire you for this role?

How to Apply

Why This Opportunity Matters