Customer Care Team Lead (Inbound)

Mogo Finance Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya - Apply by 30th April 2027 Other Posted 2026-11-05

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Lead Mogo Finance's inbound customer care team, overseeing shift scheduling, agent performance, customer experience, training, and operational reporting. The role requires strong team leadership, analytical ability, record-keeping skills, and fluency in English and Kiswahili.

Supervises and mentors inbound customer care agents
Schedules shifts and monitors team KPIs
Reviews calls and escalates customer complaints

Source Advance Africa Kenya Jobs Salary Not 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.

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CountyNot specifiedCityNot specifiedContractOtherPosted2026-11-05Close date2027-04-30Experience1 yearSourceAdvance Africa Kenya Jobs

customer care team leadinbound customer careteam managementcustomer supportperformance monitoringcall centerlogbook and dispatchEnglish and KiswahiliKenyacall_centerinternshippart_time

AI summary

Supervises and mentors inbound customer care agents
Schedules shifts and monitors team KPIs
Reviews calls and escalates customer complaints
Trains agents and develops performance improvement plans
Prepares daily, weekly, and monthly performance reports

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AI salary guide

Not enough public data

Not 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?

Required1+ 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, internship, part_timeThe tags and summary point to skills connected with this role.
RequiredAvailability to work in Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya - Apply by 30th April 2027The vacancy is associated with this location.
UnclearComfort with the Other 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 Customer Care Team Lead (Inbound) evidence in the first half of your CV.
In your cover letter or employer message, connect your experience to Mogo Finance and the role in Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya - Apply by 30th April 2027.
Add concrete examples related to call_center, internship, part_time, ideally with measurable outcomes or clear responsibilities.
Follow the instructions from Advance Africa Kenya Jobs; 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: 2027-04-30.

Source and safety check

Advance Africa Kenya Jobs
Original source link available
Application method is clear
Deadline is available: 2027-04-30

No major risk signal was detected in the captured text.

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Interview preparation

What experience makes you a strong fit for this Customer Care Team Lead (Inbound) role in call_center, internship?
How have you handled responsibilities similar to those in this job post?
Are you available to work in Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya - Apply by 30th April 2027 under the listed contract or schedule?

Prepare examples with clear responsibilities, tools used and measurable outcomes.
Review the source and research Mogo Finance 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

Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya

Key Accountabilities

Team Management
Supervise, mentor, and support a team of inbound customer care agents.
Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours.
Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion.
Performance Monitoring
Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, Lead Generation, Call Coding and loan issuances).
Provide regular feedback and performance reviews to team members.
Develop performance improvement plans for underperforming staff and recognize high achievers.
Customer Experience Enhancement
Monitor and assess calls to ensure adherence to quality standards and policies.
Ensure customer complaints are escalated to the customer success team to ensure proper resolution.
Identify trends in customer issues and recommend process improvements.
Training & Development
Train new team members and provide ongoing coaching to enhance skills and product knowledge.
Ensure to update the team timely on changes occuring within the company to ensure good information flow.
Operational Efficiency
Develop and implement strategies to improve efficiency and reduce customer wait times.
Monitor and manage workflows, ensuring calls are handled promptly and effectively.
Utilize ERP and Re-dash to track team activities and generate
insights for decision-making.
Reporting
Prepare daily, weekly, and monthly reports on team performance and customer feedback.
Provide insights and recommendations to management based on analysis of operational data.

Requirements

Must have a degree or diploma in Business Administration or any other relevant related field.
At least one-year Previous relevant experience in Logbook and Dispatch would be an added advantage.
Strong analytical and problem-solving skills.
Excellent knowledge of record keeping.
Ability to adapt quickly and work independently.
Must be fluency in English and Kiswahili.
Must have a high degree of integrity and loyalty.
How to apply
For more information and job application details, see;
Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya
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Source and provenanceSource: Advance Africa Kenya Jobs. Last checked: 2026-11-05.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.

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