Call Centre Manager
2025-05-08T17:38:06+00:00
Mwananchi Credit Ltd
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_3496/logo/Mwananchi%20Credit.jpg
https://www.greatkenyanjobs.com/jobs
FULL_TIME
Pension Towers
Nairobi
00100
Kenya
Finance
Customer Service
2025-06-07T17:00:00+00:00
Kenya
8
Job Purpose:
The Call Center Manager is responsible for overseeing daily operations by ensuring efficient customer service, staff performance and adherence to financial objectives of the organization.
Essential Duties & Responsibilities Include But Not Limited To The Following:
- Manage the day to day running of the Call Center
- Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
- Setting call center agents target, monitoring performance, appraising them and providing timely feedback.
- Organizing staffing, including shift patterns and the number of staff required to meet set targets
- Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management
- Participate in hiring and training of call center agents so as to ensure business continuity.
- Develop strategies to improve customer experience, handling of most complex customer complaints or enquiries.
- Identify, escalate and advice management on recurring complaints.
- Performing any other duties as may be assigned by management from time to time
Qualification, Knowledge and Experience:
- Bachelor’s degree/Diploma in a business-related field from an accredited University/College required.
- At least 3-5years’ experience in a busy call center environment at Supervisory level
Key Competencies
- Experience in closing Sales
- Excellent written and verbal communication
- Excellent attention to detail and Accuracy of data
- Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels
- Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities
- Basic Word processing and Spreadsheet skills
- Ability to provide effective leadership to a team
- Ability to manage and provide feedback to all types of individuals.
Manage the day to day running of the Call Center Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints. Setting call center agents target, monitoring performance, appraising them and providing timely feedback. Organizing staffing, including shift patterns and the number of staff required to meet set targets Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management Participate in hiring and training of call center agents so as to ensure business continuity. Develop strategies to improve customer experience, handling of most complex customer complaints or enquiries. Identify, escalate and advice management on recurring complaints. Performing any other duties as may be assigned by management from time to time
Experience in closing Sales Excellent written and verbal communication Excellent attention to detail and Accuracy of data Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities Basic Word processing and Spreadsheet skills Ability to provide effective leadership to a team Ability to manage and provide feedback to all types of individuals.
Bachelor’s degree/Diploma in a business-related field from an accredited University/College required. At least 3-5years’ experience in a busy call center environment at Supervisory level
JOB-681cebfe136bf
Vacancy title:
Call Centre Manager
[Type: FULL_TIME, Industry: Finance, Category: Customer Service]
Jobs at:
Mwananchi Credit Ltd
Deadline of this Job:
Saturday, June 7 2025
Duty Station:
Pension Towers | Nairobi | Kenya
Summary
Date Posted: Thursday, May 8 2025, Base Salary: Not Disclosed
Similar Jobs in Kenya
Learn more about Mwananchi Credit Ltd
Mwananchi Credit Ltd jobs in Kenya
JOB DETAILS:
Job Purpose:
The Call Center Manager is responsible for overseeing daily operations by ensuring efficient customer service, staff performance and adherence to financial objectives of the organization.
Essential Duties & Responsibilities Include But Not Limited To The Following:
- Manage the day to day running of the Call Center
- Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
- Setting call center agents target, monitoring performance, appraising them and providing timely feedback.
- Organizing staffing, including shift patterns and the number of staff required to meet set targets
- Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management
- Participate in hiring and training of call center agents so as to ensure business continuity.
- Develop strategies to improve customer experience, handling of most complex customer complaints or enquiries.
- Identify, escalate and advice management on recurring complaints.
- Performing any other duties as may be assigned by management from time to time
Qualification, Knowledge and Experience:
- Bachelor’s degree/Diploma in a business-related field from an accredited University/College required.
- At least 3-5years’ experience in a busy call center environment at Supervisory level
Key Competencies
- Experience in closing Sales
- Excellent written and verbal communication
- Excellent attention to detail and Accuracy of data
- Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels
- Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities
- Basic Word processing and Spreadsheet skills
- Ability to provide effective leadership to a team
- Ability to manage and provide feedback to all types of individuals.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
Interested and qualified? click here
All Jobs | QUICK ALERT SUBSCRIPTION
