{"id":3601769,"url":"https://alion.io/job/oya-microcredit-call-center-manager","title":"Call Center Manager","company":{"id":4494374,"name":"Oya Microcredit","domain":"oyamicrocredit.co.ke","url":"https://alion.io/company/oya-microcredit","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-02T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-11-02T00:00:00Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Company: Oya Microcredit Ltd \n\nLocation: Kilimani \n\n Employment Type: Full-Time \n\nReports To: Chief Executive Officer\n\nThe role focuses on leading the Call Center team, monitoring service quality, improving operational efficiency, and ensuring adherence to company policies and procedures. \n\nKey Responsibilities \n\n • Oversee the review of rejected loan applications, identify reasons for rejection, and ensure timely follow-up with affected clients to guide them on meeting loan eligibility requirements. \n\n• Develop and implement customer experience strategies aimed at improving service delivery, customer satisfaction, and client retention. \n\n• Supervise inbound and outbound calls to ensure customer inquiries, complaints, and concerns are handled promptly, accurately, and professionally. \n\n• Ensure Call Center Officers consistently deliver excellent customer service through effective communication, active listening, accurate information sharing, and professional complaint resolution.\n\n • Monitor call center performance against established KPIs and service standards, prepare periodic performance reports, and implement corrective measures where necessary.\n\n • Provide leadership, coaching, mentorship, and regular training to the Assistant Call Center Manager and Call Center Officers to strengthen their competencies and improve overall performance. \n\n• Identify skills and knowledge gaps within the team and coordinate appropriate training and development initiatives.\n\n • Analyse customer feedback, call trends, and performance data to identify service gaps and recommend improvements.\n\n • Oversee the effective use of company systems, databases, call scripts, and other operational tools to ensure efficiency and accuracy in service delivery. \n\n• Ensure the team appropriately promotes and recommends the company's products and services in line with customer needs and business objectives.\n\n • Collaborate with other departments to resolve customer issues, improve operational processes, and enhance the overall customer experience.\n\n • Foster a customer-focused, accountable, and collaborative team culture while ensuring compliance with company policies, procedures, and operational guidelines. \n\nKey Qualifications \n\n• Bachelor’s Degree in Business Administration, Communication, Marketing, or related field. \n\n • Minimum 3–5 years’ experience in a call center environment, with at least 2 years in a managerial role in:\n\n • Microfinance / Microcredit (highly preferred) \n\n• Banking (Retail/SME lending) o Telecommunications (Sales & Distribution) \n\n• Strong leadership, analytical, and reporting skills. \n\n • Proficiency in CRM 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