Call Centre Collections & Customer Retention Team Lead

Job Overview

This role is pivotal in shaping how 4G Capital engages with its existing borrowers. As the Call Centre Collections & Customer Retention Team Lead, you will oversee a dynamic team focused on enhancing customer loyalty and ensuring timely loan repayments. The position sits at the intersection of people leadership, data-driven strategy, and customer empathy.

Operating from Kampala, Uganda, you will report directly to the Operations Specialist. You are expected to build a culture of accountability, coach agents to excellence, and continuously refine processes to close retention and collection gaps. This is more than a supervisory role; it is an opportunity to influence the customer journey at scale.

Key Responsibilities

• Lead, motivate, and evaluate a team of call centre agents to meet daily collection targets and retention metrics.
• Monitor call quality and customer interactions, providing constructive feedback and targeted coaching sessions.
• Analyze performance data to identify trends, gaps, and opportunities for process improvement across the repeat business function.
• Develop and implement retention strategies that increase average loan value progression and reduce churn among active borrowers.
• Collaborate with operations, risk, and product teams to align call centre goals with broader organisational objectives.
• Handle escalated customer complaints and unresolved collections cases with professionalism and empathy.
• Maintain accurate records of team performance, customer feedback, and intervention outcomes in the CRM system.
• Foster a high-energy, customer-centric culture that celebrates wins, encourages innovation, and upholds integrity.

Qualifications & Experience

Essential

• A Bachelor’s degree in Business Administration, Communications, Psychology, or a related field from a recognised Ugandan institution.
• At least three years of progressive experience in call centre management, customer service leadership, or collections supervision within a financial services or fintech environment.
• Proven track record of coaching teams to exceed performance targets while maintaining high service quality standards.
• Strong analytical skills with the ability to interpret data, generate actionable insights, and present findings to senior stakeholders.
• Excellent interpersonal and communication abilities, including the capacity to deliver feedback clearly and empathetically.
• Fluency in English and Luganda, with the ability to converse comfortably with agents and customers from diverse backgrounds.

Desirable

• Postgraduate qualification in Management, Finance, or Business Studies is an added advantage.
• Experience working in a fast-paced microfinance or digital lending organisation in East Africa.
• Familiarity with CRM platforms such as Salesforce, Zoho, or custom fintech systems used in Uganda.
• Certification in customer experience management, quality assurance, or leadership development from a recognised body.
• Previous experience training or mentoring junior staff in a call centre or customer-facing environment.

What the Role Offers

• Competitive monthly salary plus performance-based bonuses tied to team achievements and individual KPIs.
• Comprehensive health insurance coverage for you and your immediate family, including outpatient and inpatient services.
• Company-provided housing allowance or subsidised accommodation in Kampala for employees residing outside the city centre.
• Daily transport reimbursement or a monthly transport stipend to cover commute costs within Kampala and surrounding areas.
• Free lunch and refreshments provided on-site during working hours to support energy and focus throughout the day.
• Opportunities for professional development through internal training programmes, workshops, and leadership courses.
• A vibrant, inclusive workplace culture that values diversity, collaboration, and continuous learning.

How to Apply

To be considered for this role, please submit your updated CV, a cover letter outlining your relevant experience and interest in the position, and copies of any professional certificates or academic transcripts. Ensure all documents are clear, well-formatted, and reflect your most recent qualifications and achievements. Please apply now by clicking the link below.

About the Company

4G Capital is a leading fintech institution in East Africa, dedicated to empowering micro and small enterprises across Uganda. With over a decade of experience, the organisation provides responsible working capital, practical business training, and innovative digital financial solutions to thousands of entrepreneurs. Recognised for its award-winning approach to financial inclusion, 4G Capital continues to drive economic growth by unlocking human potential for good.

The company fosters a culture of integrity, innovation, and shared success. Employees are encouraged to take ownership, collaborate across teams, and contribute to a mission that extends beyond profit to create lasting social impact. As a leader in unsecured MSME lending, 4G Capital remains at the forefront of responsible finance, building resilient communities one entrepreneur at a time.

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