Call Center ManagerNew!

Description (Public)

The role sits within OYA Microcredit's Kenyan operations in Nairobi, supporting the company's lending to micro and small businesses.

Duties, Roles and 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.

Qualifications, Education and Competencies

Qualifications & Experience:

Degree in Customer Service, Public Relations, Business Administration, or related field.
3+ years of contact center leadership experience, ideally in microfinance, fintech, or telecommunications.

Skills & Competencies:

Proficiency with modern Call Center software, CRM tools, and telephony systems.
Exceptional interpersonal, leadership, and crisis communication skills.

How to Apply

About OYA Microcredit

OYA Microcredit is a leading fintech lender dedicated to empowering micro and small businesses across Africa. By providing accessible working capital and asset financing, we help entrepreneurs overcome financial barriers and scale their operations. Our mission is to support the growth of small businesses through fast, convenient, and flexible credit solutions that do not require traditional collateral.