Call Center Manager

About the role

Oya Microcredit is hiring a full-time Call Center Manager in Nairobi (Kilimani area) to lead the Call Center Department and its customer service teams. The manager plans, coordinates and supervises daily operations so that client inquiries are handled efficiently, service quality is monitored and departmental performance targets are met. The role reports to the Chief Executive Officer.

Key responsibilities

• Review rejected loan applications, identify reasons for rejection and follow up with affected clients on eligibility requirements
• Develop and implement customer experience strategies to improve service delivery, satisfaction and retention
• Supervise inbound and outbound calls and ensure complaints are resolved promptly and professionally
• Monitor performance against KPIs and service standards, prepare periodic reports and take corrective action
• Lead, coach and train the Assistant Call Center Manager and officers, and identify training needs
• Analyse customer feedback, call trends and performance data to recommend improvements
• Ensure the team uses company systems, databases and call scripts effectively, and promotes products in line with customer needs
• Collaborate with other departments to resolve customer issues and improve processes

Required profile

• Bachelor's degree in Business Administration, Communication, Marketing or a related field
• 3-5 years of call center experience, including at least 2 years in a managerial role
• Experience in microfinance/microcredit (highly preferred), retail or SME banking, or telecommunications sales and distribution
• Strong leadership, analytical and reporting skills, and decision-making ability

Required skills

• Proficiency in CRM systems
• Proficiency in MS Office

To apply, send your CV quoting "Call Center Manager" in the subject line to the employer's careers contact before 28 November 2026; only shortlisted candidates will be contacted.