Call Center Manager

About the role

Oya Microcredit Limited is hiring a full-time Call Center Manager in Nairobi (Westlands/Kilimani area), reporting to the Chief Executive Officer. The role leads the call center team, monitors service quality, improves operational efficiency and ensures adherence to company policies and procedures.

Key responsibilities

• Oversee the review of rejected loan applications, identify rejection reasons 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 so inquiries, complaints and concerns are handled promptly, accurately and professionally.
• Ensure officers deliver excellent service through effective communication, active listening and accurate information sharing.
• Monitor performance against KPIs and service standards, prepare periodic reports and implement corrective measures.
• Provide leadership, coaching, mentorship and training to the Assistant Call Center Manager and officers, and identify skills gaps.
• Analyse customer feedback, call trends and performance data to recommend improvements.
• Ensure efficient use of company systems, databases, call scripts and other operational tools.
• Ensure the team 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 and improve processes.
• Foster a customer-focused, accountable and collaborative team culture while complying with policies and procedures.

Required profile

• Bachelor's degree in Business Administration, Communication, Marketing or a related field.
• Minimum 3-5 years' experience in a call center environment, including at least 2 years in a managerial role; microfinance/microcredit or banking (retail/SME lending) experience highly preferred.
• Strong leadership, analytical and reporting skills, and strong decision-making and problem-solving skills.

Required skills

• Proficiency in CRM systems and MS Office.