At a glance
- Closing date
- The listing does not give one. Employers often close early when they have enough applicants, so apply soon.
- Where
- Nairobi, Kenya
- How to apply
- Directly to the employer by email. The address is in the listing below.
- Similar roles
- 90 other open Customer Service & Support roles on the Kenya board right now.
- This employer
- OYA Microcredit has 6 open roles on RezSync.
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.
go to method of application »
Minimum qualifications
BA/BSc/HND
How to apply
If you are up to the challenge and possess the necessary qualifications and experience, please send your CV only, quoting the specific job title in the email subject line (e.g., General Monitoring Officer), to careers@oyamicrocredit.co.ke before 28th November 2026.
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