About this role
Call Center Manager
Job Type Full Time Qualification BA/BSc/HND Experience 2 years Location Nairobi Job Field Customer Care, Success and Service
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
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Bachelor’s degree in a relevant field
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At least 2 years’ experience in a busy call center environment at a managerial level
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Ability to provide effective leadership to a large team
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Ability to offer quick and effective solutions for any complaint
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Excellent communication and organizational skills
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Application Closing Date: 2026-11-30
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