Soft Collections Manager

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Full-time Expires In -1 month Kampala Duty Station - Kampala Bachelor's Degree 3 years experience Finance Customer Service Management

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Job Details

Mogo Uganda is hiring a Soft Collections Manager for its Phones and Mobility portfolios based in Kampala. Reporting to the Head of Debt Collection with a dotted line to the Country Manager, the role owns soft and middle collections and leads a floor of over 130 agents, 10 Team Leaders and 2 Managers. This is not a seat-warming supervisor job — success is measured on cure rates, contact rates, PTP conversion, and cost per collection. Employment Type: Full Time. Duty Station: Kampala. Work Hours: 8.

Key Duties and Responsibilities

Lead soft and middle collections across the Phones and Mobility (boda/tuktuk) portfolios, hitting daily, weekly and monthly recovery targets.
Manage over 130 agents, 10 Team Leaders and 2 Managers: set targets, cascade them, and hold the floor accountable to delivery.
Own the KPIs: cure rate (self-cure vs assisted), contact and right-party-contact rates, PTP conversion and kept-rate, abandonment and idle time, and cost per collection.
Drive quality: monitor outbound and inbound call quality, run QA scoring, and lift professionalism and customer experience.
Get the most out of the tools: Webitel/call centre platform, dialer strategy, IVR/USSD flows, AI voice bots, and the ERP; push adoption and clean data discipline.
Build DPD-bucket call strategies and continuously improve the collection process flow, feeding proposals up the chain.
Recruit, train, coach and evaluate agents; identify skill gaps and build the material to close them.
Report cleanly and defend your numbers in front of leadership.

Qualifications, Skills and Requirements

A university degree in a relevant field (Bachelor's degree).
At least 3 years leading a collection or call centre team, ideally in lending, fintech or telco, with proven results.
Results obsessed: plan, prioritize, set targets and chase them relentlessly.
Strong analytical instincts: read a report, find the leak, and fix it.
Sharp communication and negotiation skills, with high integrity and confidentiality standards.
Comfort with technology: call centre platforms, dialers, spreadsheets, ERP/CRM, and appetite to work with AI collection tools.
Fluent English and Luganda; other local languages a plus.