Call Center Manager at Watu Credit Limited

  • Published date: April 5, 2021
  • Category: Customer Service & Support
    • Location: Nairobi, Nairobi
  • Jop type:
  • Salary: Ksh Not mentioned
  • Company name: Jobs in Kenya

Job Description

The Call Centre Manager will lead the day-to-day management and supervision of the Call Centre activities in line with the business objectives. This role is suitable for someone who has proven success in improving customer satisfaction through the efficient running of a call centre, is passionate about improving the lives of entrepreneurs in Africa, and is eager to join a fast-paced credit firm with huge potential for growth and impact.


Managerial / Supervisory/ Operational Responsibilities or roles:

  1. Set and maintain the highest standards for call center operations, including but not limited to training, performance management, and issue resolution.

  2. Spearheads continuous development and revision of materials such as Call Center Scripts, FAQs, and training manuals for call centre representatives.

  3. Plan, prioritize and delegate tasks to ensure the proper functioning of the call centre.

  4. Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).

  5. Train, coach, and mentor Call Center Representatives to serve our customers in a way that results in an extraordinary customer experience.

  6. Answer Representatives' questions, guide them through difficult calls or issues and handle issues directly that cannot be handled adequately by the Representatives.

  7. Lead and track escalation across departments for resolving any new or challenging issues.

  8. Collaboratively set daily, weekly and monthly targets for Call Center Representatives that align with business objectives and set KPI targets.

  9. Monitor performance of the Call Center Representatives and identify and implement approaches to continuously improve efficiency, productivity, and customer experience.

  10. Monitor accuracy of customer log reporting, analyze and communicate call center statistics e.g. # Issues opened by type of issue, # Issues resolved positively/negatively, resolution timing and call wait times, # Calls made/received, # SMS’s sent, etc.

  11. Prepare monthly KPI reports

  12. Prepare and communicate regular reports on vital insights gathered from the calls that will enable various departments to improve processes or other aspects that affects the customer experience.

  13. Spot check calls for quality assurance.

  14. Conduct performance appraisal of the Call Center Representatives.

  15. Any other duty that may be assigned from time to time.


Minimum level of academic qualification, skills, and knowledge required to perform effectively in the role:

  • Bachelor’s degree in business administration or equivalent

  • A minimum of 2 years experience as Call Centre Manager

  • A minimum of 5 years experience in customer service.

  • Knowledge of performance evaluation and customer service metrics.

  • In-depth knowledge of customer service principles and practices as well as customer service software, databases, and CRM tools.

  • Experience with customer surveys/monitoring and evaluation (measuring service performance)

  • Proficient in Excel or G-Suite and call centre equipment/software programs.

  • Outstanding verbal, written, and interpersonal communication skills.

  • Excellent organizational and leadership skills with a problem-solving ability

  • Highly detail-oriented

  • Highly quantitative – you are a data-driven decision-maker.

  • Able to inspire and advocate internally and externally.

  • Possess a high sense of integrity and confidentiality.

  • Positive and patient with a pleasant personality, self-driven, and able to work under minimum supervision.


Method of Application

Do you see yourself being part of the WATU team? Then please apply with your CV and a cover letter, we are looking forward to working with you!

Interested and qualified? Go to Watu Credit Limited on to apply

Share by email Share on Facebook Share on Twitter Share on Google+ Share on LinkedIn Pin on Pinterest

Apply Now

Related jobs

  • Wananchi Group ECare Customer Service Representative Job in Kenya
    Jobs in Kenya

    Wananchi Group (K) Ltd Job Title: ECare Customer Service Representative Department: Customer Experience Location: Nairobi Employment Status / Type: Permanent Position Reporting to: Team Leader – ECare & Shops Manages Others [Yes or No] : No...

    April 1, 2021

    Ksh Not mentioned

    Apply Now

  • Wananchi Group Customer Service Representatives Jobs in Kenya
    Jobs in Kenya

    Wananchi Group (K) Ltd Job Title: Shop Customer Service Representative Department: Customer Experience Location: Nbi, Msa, Ksm, Nku Employment Status: Permanent Position Reporting to: Team Leader – Shops Job Purpose / Summary: Shop CSR is respo...

    April 1, 2021

    Ksh Not mentioned

    Apply Now

  • Customer Systems Planning Developer Jobs Kenya
    Jobs in Kenya

    Customer Systems Planning Developer Job, Current IT Jobs,  Customer Systems Planning Developer (CRM) – (21000084)   We are pleased to announce the following vacancy in the Digital IT Department within the Tech...

    March 29, 2021

    Ksh Not mentioned

    Apply Now