Call Center Manager - 150,000 - 200,000 Ksh gross

Reports to:   HEAD OF DIGITAL

Direct Reports):  None

Work Station:  HEAD OFFICE

Job Purpose

The Call Centre Manager will lead Call Centre across markets, ensuring it operates as a high-performing  customer service and sales channel. The role will be responsible for delivering an excellent customer experience while  driving order conversion, sales, productivity and operational efficiency across the Call Center. The Manager will also work  closely with Operations, Digital, IT, Delivery, aggregators and external technology partners to ensure customers can  seamlessly place and track orders across ordering channels.

Key responsibilities

Call Center Operations 

• Own the day-to-day performance and operations of the Call Centre. 

• Ensure appropriate staffing, scheduling and coverage based on call volumes and trading patterns.

• Manage service levels, response times, abandoned calls and agent productivity. 

• Establish clear operating procedures and ensure adherence across the team. 

• Identify operational gaps and implement corrective actions. 

Sales & Order Conversion 

• Treat the Call Centre as a key sales channel, not only a customer service function. 

• Drive conversion of customer calls into completed orders. 

• Monitor calls received, orders generated, conversion rate, sales and average order value. 

• Identify reasons for lost orders and develop actions to improve conversion. 

• Identify opportunities to upsell, cross-sell and increase basket size. 

• Work with Digital and Marketing teams to support campaigns and promotions. 

Customer Experience 

• Own the customer experience across the Call Centre journey. 

• Monitor customer complaints, feedback and recurring pain points. 

• Establish quality standards for customer interactions. 

• Implement call monitoring and quality assurance processes. 

• Ensure customer issues are resolved quickly and appropriately. 

• Use customer feedback to identify improvements across operations. 

Digital & Delivery Integration 

• Work closely with the Digital team to improve the connection between the Call Centre, App and  delivery channels. 

• Ensure agents understand the App, ordering journey and available payment options. 

• Monitor issues affecting online orders and escalate them to the relevant teams. 

• Work closely with delivery partners and technology providers to resolve order and fulfilment issues.

• Identify opportunities to shift and grow customers across digital channels. 

People & Performance Management 

• Lead, coach and develop the Call Centre team.

Behavioural skills:

• Ability to work under pressure 

• Good interpersonal skills 

• Attention to detail and proactivity 

• Ability to follow instructions and work autonomously 

• Be a team player with good people management skills 

• Strong analytical skills 

• Ability to problem-solve 

• Excellent communication and stakeholder management skills 

• Trustworthy and proven integrity

Work environment:

Frequent travel within the country of operation 

Multiunit 

Fast paced