Call Centre Manager Job in Nairobi, Kenya

Our client, an outstanding contact center and Business Process Outsourcing (BPO) Company seeks to hire a determined Call Center Manager.

S/he will be tasked with the daily running and management of the Centre through the effective use of resources.

Industry: BPO Outsourcing

Location: Nairobi

Key Role: Strategy Formulation, customer experience targets as well as planning areas of improvement or development, Coordination & Motivation motivate Call Centre staff and may manage staff recruitment


  • Planning and implementing call center strategies and operations; improving systems and processes; managing staff.
  • Organizing staffing, including shift patterns and the number of staff required to meet demand
  • Develop objectives for the call center’s day-to-day activities and managing the daily running of the call Centers including effective resource planning and implementing call Centre strategies and operations
  • Developing customer journeys and shaping of customer touch points to drive customer conversion rates across all stages of engagement.
  • Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.
  • Drive the development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive
  • Customer insight and analysis, and reporting and measurement against KPIs: driving end to end customer feedback management strategies, Customer satisfaction index as well as complaints Management.
  • Accomplishing call center human resource objectives by recruiting, selecting, orienting, assigning, coaching, counseling, and disciplining employees; administering scheduling systems.
  • Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.
  • Prepares call center performance reports by collecting, analyzing, and data and trends.
  • Advise the Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response
  • Setting and meeting performance targets for speed, efficiency, sales and quality.
  • Maintaining up-to-date knowledge of industry developments and involvement in networks.
  • Assume responsibility of budgeting and tracking expenses.

Skills & Qualifications

  • Holder of a business related / relevant degree
  • At least 3-5 years plus leadership experience in a call center
  • Must have managed teams i.e. Team leaders and Agents
  • Must have managed busy operational environments
  • Candidates working within the Telecommunications, Financial, Banking industries are encouraged to apply.
  • IT skills including familiarity of CRM solutions service principles and practices
  • Solid understanding of reporting and budgeting procedures
  • Strong leadership and people management
  • Project management experience mandatory
  • Customer service Management mandatory
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Email your CV and application to

Business Administration
Updated: November 22, 2020 — 3:39 pm