Call Centre Collections & Customer Retention Team Lead

Description

Position: Call Centre Collections & Customer Retention Team Leader

Location: Kampala Uganda

Employment Type: Full-Time

Reporting To: Operations Specialist

About 4G Capital: Unlocking Human Potential for Good

At 4G Capital, we believe that every successful entrepreneur holds the key to strengthening a family, building a resilient community, and driving economic growth across Uganda. For over a decade, we have partnered with thousands of micro and small enterprises, delivering responsible working capital, practical business training, and innovative digital financial solutions that help businesses thrive.

As East Africa’s market leader in unsecured MSME lending and an award-winning fintech innovator, we don’t just lend money—we build futures. Our mission is simple yet profound: Unlocking Human Potential for Good. Every business we empower sparks a ripple effect of sustainable growth, financial independence, and positive social impact.

Our Culture: Purpose, Innovation, & Shared Success

When you join 4G Capital, you step into a culture built on integrity, collaboration, customer-centricity, and continuous innovation. We foster a supportive, high-energy environment where every voice matters, every idea is valued, and performance is celebrated.

We operate as a close-knit team driven by a shared vision. Here, leadership isn’t about managing processes—it’s about empowering people, solving real-world challenges, and championing responsible financial inclusion every single day.

The Role: Make a Real Impact

The Call Centre Collections & Customer Retention Team Leader is responsible for driving performance, quality and effectiveness within the Repeat Business function of the Call Centre. The role exists to close measurable gaps in customer retention, average loan value progression, and collections follow-up, and to build a team culture grounded in accountability, coaching and continuous improvement. This is a leadership role with direct responsibility for team output, call quality, and the customer experience delivered to existing borrowers at every stage of their loan vintage.

Key Responsibilities:

• Customer Retention and Loan Value Growth: Establish and maintain a structured customer follow-up framework across the full loan vintage, from Loan 1 through to high-value repeat cycles. Proactively identify customers approaching repayment completion and prepare them for repeat loan applications with accurate eligibility and product information.
• Collections and Follow-Up Discipline: Monitor individual agent collections performance against agreed targets, identifying gaps and providing real-time coaching. Ensure all customer repayment commitments are tracked through to closure, with no unresolved follow-up items carried beyond agreed timelines.
• Quality Assurance and  Communications Standards: Conduct regular structured call audits across the team, assessing accuracy, professionalism, compliance with scripts, and customer handling
• Team Leadership and Performance Management: Set clear daily and weekly expectations for each agent, aligned to individual KPIs and team targets. Hold regular one-to-one check-ins and team huddles to review performance, address blockers and reinforce priorities. Identify underperformance early, develop improvement plans and track progress in partnership with the Head of Product