Oya Microcredit Limited is recruiting a Call Center Manager in Nairobi. Candidates with a bachelor's degree and 3–5 years of experience are encouraged to apply.
Call Center Manager Job at Oya Microcredit Limited – Nairobi
Oya Microcredit Limited is seeking to recruit a qualified, experienced and results-oriented Call Center Manager to lead its customer service and call center operations in Nairobi.
The successful candidate will be responsible for overseeing the daily activities of the Call Center Department, supervising customer service teams and ensuring customers receive timely, professional and effective assistance.
This position is suitable for an experienced customer service professional with strong leadership abilities and a background in call center management, microfinance, banking or financial services.
Job Details
Job Title: Call Center Manager
Company: Oya Microcredit Limited
Location: Kilimani, Nairobi, Kenya
Job Category: Customer Service and Management
Employment Type: Full-Time
Working Hours: 8:00 AM – 5:00 PM
Minimum Qualification: Bachelor's Degree
Experience Required: 3–5 years
Management Experience: At least 2 years
Reports To: Chief Executive Officer
Job Purpose
The Call Center Manager will provide leadership and strategic direction to the company's customer support department.
The position involves supervising inbound and outbound communication, improving customer experience, monitoring employee performance and ensuring that customer concerns are resolved efficiently.
The successful candidate will also play an important role in improving customer retention, supporting loan application follow-ups and ensuring that the call center operates in line with the company's service standards and business objectives.
Key Responsibilities
1. Manage Daily Call Center Operations
Oversee the daily activities of the Call Center Department to ensure smooth and efficient operations. Monitor team activities, allocate responsibilities and ensure customer inquiries and complaints are handled within established service timelines.
2. Supervise Customer Service Teams
Provide leadership and direction to Call Center Officers and the Assistant Call Center Manager. Ensure employees understand their responsibilities and consistently maintain high standards of professionalism when interacting with customers.
3. Monitor Loan Application Follow-Ups
Oversee the review of rejected loan applications to establish the reasons behind unsuccessful applications. Ensure affected customers receive timely communication and appropriate guidance on how they can meet the company's loan eligibility requirements.
4. Improve Customer Experience
Develop and implement strategies aimed at improving customer satisfaction, service delivery and customer retention. Identify service gaps and introduce practical solutions that enhance the overall customer experience.
5. Monitor Inbound and Outbound Calls
Ensure incoming and outgoing calls are handled professionally and efficiently. Monitor communication quality, customer engagement and complaint resolution to maintain high service standards.
6. Evaluate Team Performance
Monitor call center performance using established key performance indicators (KPIs). Prepare regular performance reports, identify areas requiring improvement and implement corrective measures where necessary.
7. Train and Develop Employees
Provide coaching, mentorship and training to customer service employees. Identify knowledge and skills gaps within the department and organise appropriate training initiatives to improve employee performance.
8. Analyse Customer Feedback
Review customer feedback, complaints, call trends and service performance data to identify recurring challenges. Use these insights to recommend improvements to customer service operations.
9. Manage Customer Service Systems
Ensure effective use of customer relationship management (CRM) systems, databases, call scripts and other operational tools. Promote accurate recordkeeping and efficient information management.
10. Support Business Growth
Ensure the team appropriately communicates and promotes the company's financial products and services based on customer needs. Support initiatives that improve customer engagement and business performance.
11. Collaborate With Other Departments
Work closely with other departments to resolve customer concerns, improve internal processes and ensure customers receive consistent information and support.
12. Maintain Compliance and Professional Standards
Ensure call center employees follow company policies, procedures and operational guidelines. Promote accountability, confidentiality and a customer-focused working environment.
Qualifications and Requirements
To qualify for this position, applicants should meet the following requirements:
Bachelor's Degree in Business Administration, Communication, Marketing or a related field.
At least 3–5 years of experience working in a call center environment.
A minimum of 2 years' experience in a managerial or supervisory position.
Experience in microfinance or microcredit institutions is highly preferred.
Previous banking experience, particularly in retail or SME lending, is an added advantage.
Experience in telecommunications sales and distribution may also be considered.
Strong leadership, analytical and reporting skills.
Proficiency in CRM systems and Microsoft Office applications.
Excellent communication and interpersonal skills.
Strong decision-making and problem-solving abilities.
Ability to manage teams and work towards performance targets.
Who Should Apply?
Oya Microcredit Limited is looking for a confident and customer-focused professional who can lead a team, improve service delivery and ensure efficient call center operations.
Female candidates are encouraged to apply.
How to Apply
Interested and qualified candidates should submit their applications through the BrighterMonday recruitment platform.
Application Link: https://www.brightermonday.co.ke/listings/call-center-manager-rrqdjx
The position is based in Kilimani, Nairobi, and is offered on a full-time basis.
Applicants should review the employer's recruitment page for the latest application instructions and closing date.
Application Deadline: Not specified in the available advertisement. Apply as soon as possible.
Important: Applicants should never pay money to secure employment or participate in a legitimate recruitment process.
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