Call Center Operator Jobs in Kenya



Northwave Credit Ltd

Fuzu Exclusive
Call Center Officer

Nairobi, Kenya


Live Operations Lead - Customer Service

Nairobi, Kenya

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Fuzu Exclusive
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Nairobi, Kenya

Rose Avenue Consulting

Business Development / Client Liason Manager

Nairobi, Kenya

Absa Group Ltd

Channels Operations Team Leader

Nairobi, Kenya

Ponea Health

Internal Sales Call Centre Agent

Nairobi, Kenya

Ngao Credit Limited

Fuzu Exclusive
Customer Experience Officer - Kisumu Branch

Kisumu, Kenya

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Apollo Agriculture

Fuzu Exclusive
Telesales Agents

Nairobi, Kenya

Closing: Feb 24, 2022

26 days remaining

Published: Jan 27, 2022 (2 days ago)

Job Requirements


Diploma, Associate's degree

Work experience:

2 years

Language skills:


Job Summary

Contract Type:

Full time

Northwave Credit Ltd is looking for a skilled Call Center Officer to supervise daily operations and personnel aiming at maximization of efficiency and cost effectiveness in the Call Centre unit.


Northwave Credit Ltd is looking for a skilled Call Center Officer to supervise daily operations and personnel aiming at maximization of efficiency and cost effectiveness in the Call Centre unit.

1. Develop objectives/goals for the Call Centre’s day to day activities by managing day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving Service Level Agreements

2. Must be able to collect and analyze call center statistics (sales rates, costs, customer service metrics, calls received, customer complaints management, etc).

3. Lead and inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction

4. Must be able to exhibit practical knowledge in organizing the Call Centre staff and operations in an efficient and timely manner.

5. Manage and work closely with the team, motivating and coaching them.

6. Keeping up to date with business development and new product lines.

7. Ensure call center training and development plans are maintained for all team members.

8. Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.

9. Manage the fair and consistent application of performance management and disciplinary measures as necessary

10. In-charge of Telemarketing, ALL Inbound calls, Outbound calls, Lead generation and sales calls to ensure high standards of professionalism are maintained.

11. Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture

12. Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team

13. Work with the management team to identify and deliver positive change and business efficiencies

14. Deliver the allocated part of the operation within agreed budgets, service levels and business targets

15. Escalate any appropriate problems to senior management

16. Support the Senior Manager to highlight operational risks and areas for improvement.

Experience, Knowledge & Skills;

1. Must have a Degree/ Diploma in Business Management, Public Relations, Sales & Marketing and any related course.

2. Not less than Two (2) years’ experience in a busy and well versed call center department.

3. Must be knowledgeable of the Call Centre operations, tools, equipment and management of its staff.

4. Must have been in a leadership position in the customer service department.

  1. Have an excellent interpersonal, analytical, organizational and people management skills.

6. Excellent communication, presentation, outstanding and reporting skills.

7. Excellent in planning, organizing, trouble-shooting, problem solving of Telemarketing strategies.

Applications submitted via Fuzu have 32% higher chance of getting shortlisted.