2X TOP
Nairobi, Embakasi, 3 hours ago
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Team Leader
Company Name
Calm recoveries limited
Job Type
Full-Time
Work Setup
Hybrid
Career Level
Leadership
Application Deadline
May 15,2026
Responsibilities
Supervise and manage daily activities of collection agents
Set and monitor team targets (calls, PTPs, collections)
Track performance and ensure targets are achieved
Allocate and distribute accounts/portfolios effectively
Coach, train, and mentor agents for improved performance
Conduct call monitoring and provide feedback
Handle escalations, disputes, and complex accounts
Ensure compliance with policies, laws, and client guidelines
Prepare and submit team performance reports
Motivate the team and manage discipline and attendance
Identify performance gaps and implement improvement plans (PIPs)
Liaise with management and clients on progress and issues
Requirements & Skills
Leadership and people management
Strong communication skills
Coaching and mentoring ability
Performance management and target tracking
Decision-making and problem-solving
Conflict resolution and escalation handling
Analytical and reporting skills
Time management and organization
Negotiation skills
Emotional intelligence
Ability to motivate and drive team performance
Attention to detail
Adaptability and resilience
Knowledge of debt collection processes and compliance
Minimum Qualification Requirements
Diploma in business management,degree in bcom,finance,hr, cpak
Minimum Experience
3 years
A Team Leader in debt collection is responsible for managing and guiding a team of collection agents to achieve recovery targets. The role involves allocating accounts, monitoring performance (calls, PTPs, and collections), coaching agents, and ensuring adherence to company policies and legal requirements. The Team Leader also handles escalations, supports complex negotiations, prepares performance reports, and drives team motivation to improve productivity and conversion rates while maintaining professional and ethical collection practices.
KSh 30,000 - 35,000
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