Call Center Manager
AI job insight
Oya Microcredit Ltd is hiring a Call Center Manager in Kilimani, Nairobi to lead and supervise daily call center operations. The role reports to the CEO, oversees inbound and outbound calls, manages service quality against KPIs, and coaches the Assistant Call Center Manager and officers. Requires a bachelor's degree, 3 years of experience, and English.
- Full-time role, 8 to 5 working hours, based in Kilimani, Nairobi
- Reports to the Chief Executive Officer
- Leads and coaches Assistant Call Center Manager and Call Center Officers
Similar jobs
More roles you may want to review before you leave.AI summary
Oya Microcredit Ltd is hiring a Call Center Manager in Kilimani, Nairobi to lead and supervise daily call center operations. The role reports to the CEO, oversees inbound and outbound calls, manages service quality against KPIs, and coaches the Assistant Call Center Manager and officers. Requires a bachelor's degree, 3 years of experience, and English.
- Full-time role, 8 to 5 working hours, based in Kilimani, Nairobi
- Reports to the Chief Executive Officer
- Leads and coaches Assistant Call Center Manager and Call Center Officers
- Minimum 3 years experience, mid-level, bachelor's degree required
- Monitors KPIs and manages call center performance reporting
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
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 Ltd 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 BrighterMonday 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
- BrighterMonday 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 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 Ltd 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
Call Center Manager
Oya Microcredit Limited
Customer Service & Support
Today
Easy apply
New
Nairobi
Full Time
Banking, Finance & Insurance
Confidential
Share link
Share on WhatsApp
Share on LinkedIn
Share on Facebook
Share on Twitter
Share via SMS
Job summary
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.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
3 years
Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
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*
- About Oya Microcredit Limited
- Oya Microcredit Limited is a reputable financial institution based in Kenya, dedicated to providing accessible and affordable financial services to individuals and small businesses. As a customer-centric organization, Oya Microcredit Limited aims to empower its clients by offering a range of financial products and services tailored to meet their specific needs.
- With a strong commitment to financial inclusion, Oya Microcredit Limited has helped thousands of individuals and businesses access the funds they need to grow and prosper. The company's innovative approach to microfinance has earned it a reputation as a leader in the industry, known for its transparency, reliability, and customer service.
- At Oya Microcredit Limited, we believe in the power of financial empowerment to transform lives and communities. Join us in our mission to create a financially inclusive society where everyone has the opportunity to achieve their dreams. Apply now and be part of a dynamic team that is making a positive impact in Kenya.
- Log In and Apply
- Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
- Report Job