Financial Services

Call Center Manager

Mogo Finance·Nairobi, kenya·Full Time·Onsite
Financial ServicesFull TimeOnsite
-Closes 30 Nov 2026

Responsibilities

  • 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 targets, 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.
  • Coming up with incentives to motivate and retain Call Center staff.
  • Participate in hiring of call center agents.
  • Training of call center agents.
  • Developing strategies to improve customer experience.
  • Handling the most complex customer complaints or enquiries.
  • Identify, escalate and advice management on recurring complaints.

Requirements

  • Bachelor’s degree in a relevant field
  • At least 2 years’ experience in a busy call center environment at a managerial level
  • Ability to provide effective leadership to a large team
  • Ability to offer quick and effective solutions for any complaint
  • Excellent communication and organizational skills 

Key skills

BA/BSc/HND
Apply Now

At a glance

Company

Mogo Finance

Location

Nairobi, kenya

Employment

Full Time

Experience

Valid until

November 30, 2026

Created

November 12, 2026

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