Soft Collection Supervisor-DC Department

• Collections performance: Set and track targets. Monitor recoveries cure rates promises to pay (PTPs) and portfolio ageing. Use data to design strategies by days past due (DPD) and customer behaviour so fewer accounts roll forward into later arrears stages.
• Productivity: Track call volumes reach and contact rates and queue completion. Fix capacity gaps and work with technical teams to resolve dialer and system problems.
• Workforce planning: Manage staffing schedules leave and attendance. Recommend recruitment redeployment or overtime. Keep coverage steady during peak periods and campaigns.
• People leadership: Coach and review Team Leaders and Collections Agents. Develop high performers manage underperformers through retraining and Performance Improvement Plans (PIPs) and keep performance management fair and consistent.
• Process improvement: Improve collection workflows and customer contact strategies. Work with Technology Data QA and Customer Care and support automation and AI-driven initiatives.

Required Skills:

Technical Operations.

Own daily weekly and monthly collections performance across assigned Cars and Boda-Boda portfolios.

Set cascade and monitor collections targets in line with approved business objectives.

Monitor recoveries cure rates rollbacks PTPs PTP rates kept ageing and portfolio movement.

Analyze portfolio trends and identify opportunities to improve recovery and reduce roll-forward/spillage.

Develop and implement targeted collection strategies based on DPD customer behaviors portfolio characteristics and payment patterns.

Ensure effective utilization of available calling channels campaigns and collection tools.

Drive continuous improvement in collection performance through data-led interventions.

Performance & Productivity

Monitor answer/reach rates call volumes attempts talk time contact rates and queue completion.

Identify capacity and productivity gaps and implement corrective measures.

Ensure collection queues are adequately managed throughout the day.

Monitor calling patterns and identify opportunities to maximize customer contact during high-reach periods.

Review operational performance at daily weekly and monthly intervals.

Ensure efficient utilization of systems technology and available resources.

Partner with relevant technical/operations teams to resolve system and dialer issues affecting productivity.

Workforce Planning & Resource Management

Assess staffing requirements based on portfolio size workload productivity and collection targets.

Ensure adequate staffing and coverage across all assigned queues.

Develop and manage team schedules leave plans and attendance.

Monitor absenteeism lateness adherence and workforce utilisation.

Recommend recruitment redeployment overtime or resource adjustments where required.

Ensure operational continuity during peak periods campaigns and business-critical activities.

People Leadership & Development

Lead coach and develop Team Leaders and Collections Agents to achieve agreed performance standards.

Conduct regular performance reviews with Team Leaders.

Shadow and monitor Team Leaders to assess their effectiveness in people and performance management.

Establish a culture of accountability ownership coaching and continuous improvement.

Identify high performers and develop succession and career-growth opportunities.

Identify underperforming employees and ensure appropriate coaching retraining Performance Improvement Plans (PIPs) and follow-up actions are implemented.

Ensure performance management is fair consistent evidence-based and aligned with company policy.

Recognize and celebrate strong performance to maintain employee engagement and motivation.

Process Improvement & Innovation

Identify opportunities to improve collection workflows processes and customer contact strategies.

Partner with Technology Data QA Customer Care and other departments to improve collection effectiveness.

Support automation and AI-driven collection initiatives where applicable.

Test and implement new approaches to improve reach conversion productivity and recovery.

Monitor the impact of process changes and recommend further optimization.

Promote a culture of continuous improvement and innovation.

Stakeholder Management.

Collaborate with Operations IT Engineering Product Business Intelligence the Prompt Engineer and external vendors to drive technology analytics and AI improvements aligned with business objectives.

Collaborate with Customer Care QA HR Compliance Finance Technology Data and other relevant functions to improve collection performance.

Communicate operational risks performance gaps and opportunities clearly to senior management.

Represent Collections in cross-functional projects and initiatives.

Build strong relationships with internal stakeholders to ensure timely resolution of operational challenges.