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Call Center Manager Job At M-Paya

  • Job Type Full Time
  • Qualification BA/BSc/HND
  • Experience 2 years
  • Location Nairobi
  • Job Field Customer Care 

What you’ll do

  • We’re looking to add a Call Centre Manager who will oversee the operations of our call center and Manage the customer service personnel. The candidate should have an understanding of the daily operations of a call center.
  • You will be required to guide the staff on how to handle issues raised by customers in a timely and efficient manner. Be able to plan and strategize on how the department can be able to efficiently support business.


  • Ensuring that the call center operates in an efficient manner and provides the highest level of client service.
  • Identifying client needs based on client data and developing strategies and plans for addressing specific client needs.
  • Ensuring that response times are as low as possible and that client queries are handled within a reasonable timeframe.
  • Managing and training the customer service personnel and also ensuring the onboarding process is flawless.
  • Developing strategies and establishing goals for customer service and ensuring all customer issues are resolved timely.
  • Handling escalated complaints in the event that supervisors are unable to assist.
  • Developing SOPs for the call center and update SOPs regularly.
  • Conducting market research and identify specific trends which could be well suited for the company
  • Provide management with input on client service and areas of concern as informed by data collected in the call center
  • conjunction with Financial Manager and establish call center needs and costing. 
  • Conducting regular KPI meetings with employees and evaluating staff effectiveness and performance on a need-basis.


  • Degree in Communications, Business Management or Social course.
  • 2years experience working in a call center.
  • Proficiency in Basic Computer Software and phone systems
  • Problem solving skills.
  • Strong grasp on the company’s products, services and customer service policies.

Method of Application

Interested? Apply to with subject “Call Centre Manager” by 15th Jan 2024.

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