Call Center Manager – 150k-200k KSH Gross

About the role

The Call Centre Manager will lead the Call Centre across markets, ensuring it operates as a high‑performing customer service and sales channel. The role is responsible for delivering an excellent customer experience while driving order conversion, sales, productivity and operational efficiency. The manager will also collaborate closely with Operations, Digital, IT, Delivery, aggregators and external technology partners.

Key responsibilities

• Own day‑to‑day performance and operations of the Call Centre, including staffing, scheduling and coverage based on call volumes.
• Manage service levels, response times, abandoned calls and agent productivity, and establish clear operating procedures.
• Treat the Call Centre as a key sales channel, driving conversion of customer calls into completed orders and monitoring conversion rates, sales and average order value.
• Identify reasons for lost orders, develop actions to improve conversion and pursue upsell, cross‑sell and basket‑size growth.
• Own the customer experience across the Call Centre journey, monitor complaints, set quality standards and implement call monitoring and quality assurance.
• Work closely with Digital and Delivery teams to improve integration between the Call Centre, app and delivery channels, and resolve online order issues.
• Lead, coach and develop the Call Centre team, fostering a high‑performing and motivated workforce.

Required profile

• Ability to work under pressure and strong analytical/problem‑solving skills.
• Good interpersonal and communication skills with stakeholder management capability.
• Attention to detail, proactivity and ability to work autonomously.
• Team player with proven people‑management and coaching experience.
• Trustworthy with proven integrity.