Call Center Manager
AI job insight
Oya Microcredit is hiring a Call Center Manager to lead customer service operations in Kilimani, Nairobi. The role involves supervising call center teams, improving service quality, reviewing rejected loan applications, and supporting client retention. Candidates need a relevant bachelor's degree and 3–5 years of call center experience, including team management experience.
- Full-time management role reporting to the Chief Executive Officer
- Lead call center operations and customer service teams
- 3–5 years of call center experience required
Similar jobs
More roles you may want to review before you leave.AI summary
Oya Microcredit is hiring a Call Center Manager to lead customer service operations in Kilimani, Nairobi. The role involves supervising call center teams, improving service quality, reviewing rejected loan applications, and supporting client retention. Candidates need a relevant bachelor's degree and 3–5 years of call center experience, including team management experience.
- Full-time management role reporting to the Chief Executive Officer
- Lead call center operations and customer service teams
- 3–5 years of call center experience required
- Team management experience in microfinance, banking, or telecom preferred
- Location: Kilimani, Nairobi
- Deadline: 28/11/2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, retail, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Call Center Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Oya Microcredit and the role in Nairobi.
- Add concrete examples related to sales, retail, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-28.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-28
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Call Center Manager role in sales, retail?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Oya Microcredit before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
Job Title: Call Center Manager
Date Posted: 04/11/2026
Job Type: Full Time
Job Level: Management
Employer: Oya Microcredit
Industry: Customer Service
Salary: Open
Location: Kilimani
Country: Kenya
Deadline: 28/11/2026
Customer Service Jobs, Oya Microcredit Jobs. The Call Center Manager leads call center operations and customer service teams, requiring a Business/Communication/Marketing Bachelor’s degree and 3–5 years call center experience, including 2+ years managing teams in microfinance (preferred), banking, or telecom. Full-time role in Nairobi.
Reports To: Chief Executive Officer
The Call Center Manager is responsible for planning, coordinating, and supervising the daily operations of the Call Center Department to ensure exceptional customer service, efficient handling of client inquiries, and achievement of departmental performance targets. 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.
- Qualifications & Requirements
- 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)
- 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*