HEAD OF CALL CENTRE
Nawiri African Sprouts Ltd (Fast Credit)
Accounting, Auditing & Finance
Job Summary
Nawiri African Sprouts Limited is looking for a strategic leader to guide its Call Centre Operations focusing on debt recovery, customer engagement, and sales transformation. The ideal candidate should be performance-driven, passionate about optimizing client contact strategies, recovering non-performing assets, and enhancing customer satisfaction.
- Minimum Qualification : Diploma
- Experience Level : Mid level
- Experience Length : 3 years
- Working Hours : Full Time
Job Description/Requirements
· Lead the design and execution of a comprehensive strategy for debt recovery through call center operations, ensuring alignment with organizational targets for collections and delinquency management.
· Drive the transformation of the call center into a high-performance customer contact hub for debt recovery, relationship management, and client retention.
· Develop customized tele-collections and customer follow-up workflows by leveraging data-driven segmentation and behavioral insights.
· Establish key performance indicators and monitoring systems for recovery efforts to ensure accountability and foster continuous improvement.
· Develop client engagement strategies to boost satisfaction and loyalty while upholding a firm yet ethical approach to collections.
· Recruit, train, and mentor a high-performing team of agents proficient in negotiation, active listening, and conflict resolution.
· Ensure compliance with internal policies, regulatory requirements, and ethical standards in all client interactions.
· Collaborate with credit, operations, and product teams to resolve client issues, enhance recovery strategies, and guide product development.
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