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Call Center Manager - 150,000 - 200,000 Ksh gross
BrighterMonday Consulting
Nairobi 🇰🇪 Kenya
Posted about 3 hours ago (6 Oct 2026) Updated about 3 hours ago
Job Description
The Call Centre Manager oversees daily operations of a multi‑market call centre, ensuring high service standards while driving sales and order conversion. Responsibilities include staffing, scheduling, performance monitoring, and implementing processes that improve efficiency and customer experience. The manager collaborates with digital, marketing, and delivery teams to integrate channels and enhance overall performance.
Required Skills
Responsibilities
- • Own day‑to‑day performance and operations of the call centre
- • Ensure appropriate staffing, scheduling, and coverage based on call volumes
- • Manage service levels, response times, abandoned calls, and agent productivity
- • Establish and enforce clear operating procedures across the team
- • Identify operational gaps and implement corrective actions
- • Treat the call centre as a sales channel and drive conversion of calls into orders
- • Monitor call volume, order generation, conversion rates, sales, and average order value
- • Identify reasons for lost orders and develop improvement actions
- • Identify upsell and cross‑sell opportunities to increase basket size
- • Collaborate with digital and marketing teams to support campaigns and promotions
- • Own the customer experience throughout the call centre journey
- • Monitor complaints, feedback, and recurring issues
- • Establish quality standards for interactions and conduct call monitoring
- • Resolve customer issues promptly and appropriately
- • Use customer feedback to drive operational improvements
- • Work closely with the digital team to align call centre, app, and delivery channels
- • Ensure agents understand the ordering journey and payment options
- • Coordinate with delivery partners and technology providers to resolve order issues
- • Lead, coach, and develop the call centre team