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Head of Call Center - Betting

BrighterMonday Consulting Nairobi Full Time Posted 2026-08-07
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CountyNairobiCityNairobiContractFull TimePosted2026-08-07Close dateNot specifiedExperience4 yearsSourceBrighterMonday Kenya
Head of Call CenterCall Center ManagerBettingiGamingNairobiFull TimeMid LevelCustomer Service & SupportTeam LeadershipGamblingcall_centerpart_time
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AI summary

BrighterMonday Consulting is hiring a Head of Call Center to oversee call center operations in Nairobi. The role involves team leadership, performance management, quality assurance, and customer retention strategies within the betting industry. Candidates need at least 4 years of call center management experience in Gambling, Betting, or iGaming.

  • Mid-level leadership role reporting directly to the CEO
  • Requires 4+ years call center management in Gambling/Betting/iGaming
  • Hands-on management approach required during probation
  • Full-time position based in Nairobi, Kenya

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 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?

  • Required4+ years of relevant experienceThe job post includes a minimum experience signal.
  • PreferredPractical evidence in call_center, part_time, Customer Service & SupportThe 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
  • VerifyID or passport only after verifying the employer

Application tips for this job

  • Place your strongest Head of Call Center - Betting evidence in the first half of your CV.
  • In your cover letter or employer message, connect your experience to BrighterMonday Consulting and the role in Nairobi.
  • Add concrete examples related to call_center, part_time, Customer Service & Support, 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 Head of Call Center - Betting 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 BrighterMonday Consulting before the interview.

Ask what the first priorities will be in the role and how success will be measured.

Similar jobs to consider

Jobs in NairobiCall_Center jobs in KenyaMore jobs from BrighterMonday Kenya

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Original source description

  • Head of Call Center - Betting
  • BrighterMonday Consulting
  • Customer Service & Support
  • 2 months ago
  • Easy apply
  • Nairobi
  • Full Time
  • Entertainment, Events & Sport
  • Confidential
  • Share link
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  • Job summary
  • The Head of Call Center will oversee and manage the call center operations within the company.

Experience

  • Level:
  • Mid level
  • Length:
  • 4 years
  • Language Requirement:
  • English
  • Working Hours:
  • Full Time - 8 to 5
  • Applicant
  • Location:
  • Kenya
  • Job descriptions &
  • ● Minimum of 4 years of
  • managing call centers within the Gambling, Betting, or iGaming industry.
  • ● Strong leadership, analytical, and communication skills.
  • ● High emotional resilience and ability to handle customer objections professionally.
  • Technical Skills
  • ● Proficiency in CRM systems and call monitoring tools.
  • ● Strong Excel/Google Sheets skills, including pivot tables and dashboards.
  • ● Familiarity with Jira, Confluence, or similar task management tools is an added advantage.
  • 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

Requirements

  • Employment Type: Full-Time
  • Reports To: Chief Executive Officer (CEO)
  • Job Summary
  • The Head of Call Center will oversee and manage the call center operations within the company. The role involves team leadership, performance management, quality assurance, operational efficiency, and implementation of customer retention strategies.
  • Important Note: We are seeking a leader ready to engage in 'hands-on management' during the probationary period to build a foundation for future scaling. If you prefer passive oversight, this role is not for you.
  • Key

Responsibilities

  • Manage and supervise the operator team, including recruitment, onboarding, training, motivation, KPI management, workload planning, and shift scheduling.
  • Conduct onboarding training for new employees and refresher training sessions for existing staff.
  • Ensure adherence to work schedules, reporting standards, and operational procedures.
  • Monitor KPIs including call volumes, contact rates, conversion rates, and deposits.
  • Develop weekly and monthly operational plans based on performance analysis.
  • Conduct real-time performance monitoring and tactical adjustments where necessary.
  • Conduct call monitoring, coaching, and feedback sessions.
  • Audit and optimize scripts and objection-handling techniques.
  • Analyze conversion rates across databases and customer funnels.
  • Support VIP customer engagement and retention strategies.
  • Prepare daily operational summaries and weekly reports for management.
  • Supervise CRM and telephony systems.
  • Collaborate with marketing teams to improve lead quality and customer acquisition strategies.
  • Analyze player feedback to improve operational processes and bonus mechanics.
Source and provenanceSource: BrighterMonday Kenya. Last checked: 2026-08-19.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.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.