Call Center Manager
AI job insight
OYA Microcredit is seeking a Call Center Manager in Nairobi to lead contact-center operations, customer engagement teams, agent shifts, call queues, and service-level performance. The successful candidate will manage escalations, support quality, staff training, and contact-center analytics for customers, merchants, and loan applicants.
- Full-time role with 3+ years of contact-center leadership experience
- Lead inbound and outbound workflows, agent shifts, call volumes, and SLAs
- Required degree in Customer Service, Public Relations, Business Administration, or a related field
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OYA Microcredit is seeking a Call Center Manager in Nairobi to lead contact-center operations, customer engagement teams, agent shifts, call queues, and service-level performance. The successful candidate will manage escalations, support quality, staff training, and contact-center analytics for customers, merchants, and loan applicants.
- Full-time role with 3+ years of contact-center leadership experience
- Lead inbound and outbound workflows, agent shifts, call volumes, and SLAs
- Required degree in Customer Service, Public Relations, Business Administration, or a related field
- Experience in microfinance, fintech, or telecommunications is preferred
- Send your CV to [email protected] by 28 November 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 Never pay for any notarisation, certificate or assessment as part of any recruitment process. 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 call_center, part_time, technologyThe 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 call_center, part_time, technology, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- 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 call_center, part_time?
- 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.
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Original source description
Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt,
contact us
OYA Microcredit is the leading lending platform for micro and small businesses in fast growing African economies. Incorporated in Mauritius, OYA Micro-credit provides access to working capital and small asset financing solutions of up to $3,000 to help micro and small business owners meet their every day business needs. With a growing presence across the ...
View All Jobs at OYA Microcredit
Call Center Manager
Job Type: Full Time
Qualifications
BA/BSc/HND
Experience
3 years
Location: Nairobi
Job Field: Customer Care, Success and Service
Role Summary
The Call Center Manager oversees contact center operations, leads customer engagement teams, optimizes call queues, and ensures prompt resolution of customer, merchant, and applicant inquiries.
Key Responsibilities
- Manage inbound and outbound contact center workflows, agent shifts, call volumes, and service-level agreements (SLAs).
- Monitor customer support call quality, train agents, and conduct regular performance reviews.
- Handle complex customer escalations regarding loan applications, repayments, and service feedback.
- Analyze call center analytics to improve first-contact resolution rates and overall customer satisfaction scores.
- Key Qualifications & Requirements
- Degree in Customer Service, Public Relations, Business Administration, or related field.
- 3+ years of contact center leadership experience, ideally in microfinance, fintech, or telecommunications.
- Proficiency with modern Call Center software, CRM tools, and telephony systems.
- Exceptional interpersonal, leadership, and crisis communication skills.
- Check how your CV matches this job
Method of Application
- If you are up to the challenge and possess the necessary qualifications and experience, please send your CV only, quoting the specific job title in the email subject line (e.g.,
- General Monitoring Officer
- ), to
- [email protected]
- before
- 28th November 2026
- .
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