Job Summary:

Wananchi Group Kenya Ltd is seeking an experienced and results-driven Call Center Manager to lead our customer service operations and deliver exceptional experiences across all touchpoints.

Key Responsibilities:

• Oversee daily call center operations to ensure seamless delivery of excellent customer service.
• Optimize performance metrics including CAR, FCR, and AHT.
• Lead, coach, and develop a high-performing team of customer service representatives.
• Translate business objectives into actionable strategies.
• Manage backend transactions efficiently and ensure accuracy, timeliness, and compliance.
• Handle real-time escalations and ensure effective resolutions.
• Monitor and report on performance, providing insights and recommendations.
• Foster a customer-centric culture focused on quality, accountability, and continuous improvement.

Education & Experience:

• University Degree in a Business-related field.
• At least 5 years of Customer Management experience, managing large teams and minimum 3 years at senior level.
• Experience in sales, understanding of customer lifecycle dynamics, and back-office administration.
• Experience in managing and driving active customers & revenue targets.
• Experience in service improvement whilst managing multiple teams & stakeholders.
• Ability to effectively present strategy, performance reports, and respond to questions from stakeholders.

Reports to:

Director of Customer Experience

Important Notes:

• Wananchi Group is an equal opportunity employer.
• Only shortlisted candidates will be contacted.
• Canvassing will lead to automatic disqualification.

• Oversee daily call center operations to ensure seamless delivery of excellent customer service.
• Optimize performance metrics including CAR, FCR, and AHT.
• Lead, coach, and develop a high-performing team of customer service representatives.
• Translate business objectives into actionable strategies.
• Manage backend transactions efficiently and ensure accuracy, timeliness, and compliance.
• Handle real-time escalations and ensure effective resolutions.
• Monitor and report on performance, providing insights and recommendations.
• Foster a customer-centric culture focused on quality, accountability, and continuous improvement.

• Customer Management
• Team Leadership
• Performance Optimization
• Strategic Planning
• Backend Transaction Management
• Escalation Handling
• Performance Reporting
• Stakeholder Management
• Sales Acumen
• Customer Lifecycle Dynamics
• Back-office Administration
• Revenue Target Management
• Service Improvement
• Presentation Skills

• University Degree in a Business-related field.
• At least 5 years of Customer Management experience, managing large teams and minimum 3 years at senior level.
• Experience in sales, understanding of customer lifecycle dynamics, and back-office administration.
• Experience in managing and driving active customers & revenue targets.
• Experience in service improvement whilst managing multiple teams & stakeholders.
• Ability to effectively present strategy, performance reports, and respond to questions from stakeholders.