Retail

Call Center Manager

OYA Microcredit·Nairobi, kenya·Full Time·Onsite
RetailFull TimeOnsite
-Closes Nov 28, 2026

Role Summary

The Call Center Manager oversees contact center operations, leads customer engagement teams, optimizes call queues, and ensures prompt resolution of customer, merchant, and applicant inquiries.

Key Responsibilities

  • Manage inbound and outbound contact center workflows, agent shifts, call volumes, and service-level agreements (SLAs).
  • Monitor customer support call quality, train agents, and conduct regular performance reviews.
  • Handle complex customer escalations regarding loan applications, repayments, and service feedback.
  • Analyze call center analytics to improve first-contact resolution rates and overall customer satisfaction scores.

Key Qualifications & Requirements

  • Degree in Customer Service, Public Relations, Business Administration, or related field.
  • 3+ years of contact center leadership experience, ideally in microfinance, fintech, or telecommunications.
  • Proficiency with modern Call Center software, CRM tools, and telephony systems.
  • Exceptional interpersonal, leadership, and crisis communication skills.

Key skills

BA/BSc/HND
Apply Now
Send your CV along with a cover letter tocareers@oyamicrocredit.co.ke

Please use the job title as the subject line of your email.

At a glance

Company

OYA Microcredit

Location

Nairobi, kenya

Employment

Full Time

Work style

Onsite

Experience

Valid until

November 28, 2026

Created

November 5, 2026

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