Call Center Manager

Company: Oya Microcredit Ltd

Location: Kilimani 

Employment Type: Full-Time

Reports To: Chief Executive Officer

The role focuses on leading the Call  Center team, monitoring service quality, improving operational efficiency, and ensuring adherence to  company policies and procedures. 

Key Responsibilities 

• Oversee the review of rejected loan applications, identify reasons for rejection, and ensure timely follow-up with affected clients to guide them on meeting loan eligibility requirements.

• Develop and implement customer experience strategies aimed at improving service delivery, customer satisfaction, and client retention.

• Supervise inbound and outbound calls to ensure customer inquiries, complaints, and concerns are handled promptly, accurately, and professionally.

• Ensure Call Center Officers consistently deliver excellent customer service through effective communication, active listening, accurate information sharing, and professional complaint resolution.

• Monitor call center performance against established KPIs and service standards, prepare periodic performance reports, and implement corrective measures where necessary.

• Provide leadership, coaching, mentorship, and regular training to the Assistant Call Center Manager and Call Center Officers to strengthen their competencies and improve overall performance.

• Identify skills and knowledge gaps within the team and coordinate appropriate training and development initiatives.

• Analyse customer feedback, call trends, and performance data to identify service gaps and recommend improvements.

• Oversee the effective use of company systems, databases, call scripts, and other operational tools to ensure efficiency and accuracy in service delivery.

• Ensure the team appropriately promotes and recommends the company's products and services in line with customer needs and business objectives.

• Collaborate with other departments to resolve customer issues, improve operational processes, and enhance the overall customer experience.

• Foster a customer-focused, accountable, and collaborative team culture while ensuring compliance with company policies, procedures, and operational guidelines.

Key Qualifications 

• Bachelor’s Degree in Business Administration, Communication, Marketing, or related field. 

• Minimum 3–5 years’ experience in a call center environment, with at least 2 years in a managerial role in:

 • Microfinance / Microcredit (highly preferred) 

• Banking (Retail/SME lending) o Telecommunications (Sales & Distribution)

• Strong leadership, analytical, and reporting skills. 

• Proficiency in CRM systems and MS Office. 

• Strong decision-making and problem-solving skills.

**Female candidates are encouraged to apply*