Call Center Manager

Mogo Auto Limited, part of the global Eleving Group, is a fintech company operating in 17 countries. In Kenya, it provides asset financing for vehicles and smartphones, along with logbook loans, aiming to support social mobility.

Mogo Auto Limited, a subsidiary of the global Eleving Group, is a fintech firm operating in 17 countries, providing asset financing in Kenya. The company offers various products including financing for cars, motorcycles, tuk-tuks, electric motorcycles, logbook loans, and smartphone financing. As a Central Bank of Kenya licensed Digital Credit Provider, Mogo leverages technology and data to offer fast, flexible, and affordable financial solutions. Having issued over 500,000 loans, Mogo is rapidly expanding its nationwide branch network and mobile app services, aiming to empower customers through innovative and sustainable financial solutions. The role offers a dynamic, collaborative, and growth-oriented work environment.

1. Oversee the daily operations of the call center.
2. Develop and implement strategies for efficient handling of customer inquiries and complaints.
3. Set performance targets for call center agents, monitor their performance, conduct appraisals, and provide feedback.
4. Manage staffing, including organizing shift patterns and determining required staff levels.
5. Implement comprehensive customer feedback management strategies, including measuring satisfaction and handling complaints.
6. Create incentive programs to motivate and retain call center staff.
7. Participate in the recruitment and training of new call center agents.
8. Formulate strategies to enhance the overall customer experience.
9. Address complex customer complaints and inquiries.
10. Identify, escalate, and advise management on recurring customer issues.

1. Hold a Bachelor’s degree in a relevant discipline.
2. Possess a minimum of 2 years of managerial experience within a high-volume call center setting.
3. Demonstrate strong leadership capabilities to guide a large team effectively.
4. Exhibit the ability to provide prompt and efficient solutions to customer complaints.
5. Have excellent communication and organizational abilities.