4G Capital
4G Capital is a financial technology company that supports micro, small, and medium-sized enterprises (MSMEs) through responsible working capital, practical business training, and digital financial solutions.
The company aims to unlock human potential by helping entrepreneurs grow their businesses, strengthen their communities, and contribute to economic development across Uganda and East Africa.
Application Information
The supplied vacancy description does not include the required academic qualifications, minimum work experience, application procedure, application link, or closing date.
Interested candidates should consult the complete official recruitment announcement from 4G Capital to confirm these details before applying.
4G Capital promotes a workplace culture built on integrity, collaboration, customer focus, innovation, and shared success.
About the Role
The Call Centre Collections & Customer Retention Team Leader will drive performance, service quality, and operational effectiveness within the company’s Repeat Business function.
The successful candidate will help improve customer retention, support growth in average loan values, strengthen collections follow-up, and build a team culture focused on accountability, coaching, and continuous improvement.
The role involves overseeing team performance, monitoring call quality, and ensuring a positive customer experience for existing borrowers throughout their loan journey.
Key Duties and Responsibilities
1. Customer Retention and Loan Value Growth
Establish and maintain a structured customer follow-up system throughout the loan cycle, from the first loan to higher-value repeat borrowing.
Identify customers approaching loan repayment completion and prepare them for repeat loan applications.
Provide accurate information about customer eligibility and available loan products.
2. Collections and Follow-Up Management
Monitor individual agents’ collections performance against agreed targets.
Identify performance gaps and provide timely coaching.
Ensure customer repayment commitments are tracked and resolved within agreed timelines.
3. Quality Assurance and Communication Standards
Conduct regular, structured call audits across the team.
Assess communication accuracy, professionalism, compliance with call scripts, and customer-handling standards.
Promote consistent, high-quality customer interactions.
4. Team Leadership and Performance Management
Set clear daily and weekly expectations for agents in line with individual key performance indicators (KPIs) and team targets.
Conduct regular one-on-one coaching sessions and team meetings to review performance, address challenges, and reinforce priorities.
Identify underperformance early, develop improvement plans, and monitor progress in collaboration with the Head of Product.
To apply for this job please visit hris.peoplehum.com.