Call Center Manager - 150,000 - 200,000 Ksh gross
Job Description
Call Center Manager - 150,000 - 200,000 Ksh gross
BrighterMonday Consulting
Today
Easy apply
New
Nairobi
Full Time
Retail, Fashion & FMCG
Confidential
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Job summary
The Call Centre Manager will lead Call Centre across markets, ensuring it operates as a high-performing customer service and sales channel.
Language Requirement
English
Working Hours:
Full Time - 8 to 5
Applicant Location
Kenya
Job descriptions & requirements
Reports toHEAD OF DIGITAL
Direct Reports)None
Work StationHEAD OFFICE
Job Purpose
The Call Centre Manager will lead Call Centre across markets, ensuring it operates as a high-performing customer service and sales channel. The role will be responsible for delivering an excellent customer experience while driving order conversion, sales, productivity and operational efficiency across the Call Center. The Manager will also work closely with Operations, Digital, IT, Delivery, aggregators and external technology partners to ensure customers can seamlessly place and track orders across ordering channels.
Key responsibilities
Call Center Operations
- Own the day-to-day performance and operations of the Call Centre.
- Ensure appropriate staffing, scheduling and coverage based on call volumes and trading patterns.
- Manage service levels, response times, abandoned calls and agent productivity.
- Establish clear operating procedures and ensure adherence across the team.
- Identify operational gaps and implement corrective actions.
Sales & Order Conversion
- Treat the Call Centre as a key sales channel, not only a customer service function.
- Drive conversion of customer calls into completed orders.
- Monitor calls received, orders generated, conversion rate, sales and average order value.
- Identify reasons for lost orders and develop actions to improve conversion.
- Identify opportunities to upsell, cross-sell and increase basket size.
- Work with Digital and Marketing teams to support campaigns and promotions.
Customer Experience
- Own the customer experience across the Call Centre journey.
- Monitor customer complaints, feedback and recurring pain points.
- Establish quality standards for customer interactions.
- Implement call monitoring and quality assurance processes.
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