Call Center Manager

  • Full-time
  • Kenya

Description

MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.

 

Since entering the Kenyan market in 2019, we have financed over 100,000 vehicles and served over 50,000 satisfied customers. In June 2024, our new motorcycle financing issuances surpassed the 230 million Kenya shilling mark. 

Our growth is attributed to a focused market growth strategy, a strong emphasis on data and technology, and robust risk management structures. We process loan requests within 24 hours and offer flexible repayment terms of up to 60 months.

 

Our mission is to provide convenient and affordable financing solutions to our customers, backed by a lowest price guarantee. 

 

MOGO is one of the few financial companies globally that finances cars of any age, brand, or model. We empower our customers to choose vehicles from trusted dealerships through our user-friendly online car portal. 

 

Mogo Auto Limited recently signed a commitment letter with Development Finance Corporation (DFC), for a $10 million loan to finance electric vehicles in Kenya. 

 

Our goal is to facilitate upward social mobility across Kenyan communities by providing innovative and sustainable financial solutions. We strive to build mutually beneficial partnerships with our customers, helping them find the best deals and guiding them through the purchasing process. 

 

Join us - you'll love working in a collaborative and non-bureaucratic environment that is fun yet stable and sustainable.



Duties and Responsibilities

  • Manage the day to day running of the Call Center.
  • Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
  • Setting call center agents targets, monitoring performance, appraising them and providing timely feedback.
  • Organizing staffing, including shift patterns and the number of staff required to meet set targets.
  • Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management.
  • Coming up with incentives to motivate and retain Call Center staff.
  • Participate in hiring of call center agents.
  • Training of call center agents.
  • Developing strategies to improve customer experience.
  • Handling the most complex customer complaints or enquiries.
  • Identify, escalate and advice management on recurring complaints.


Qualifications

  • Bachelor’s degree in a relevant field
  • At least 2 years’ experience in a busy call center environment at a managerial level
  • Ability to provide effective leadership to a large team
  • Ability to offer quick and effective solutions for any complaint
  • Excellent communication and organizational skills 

We Offer

  • Competitive salary
  • Bonus based on performance
  • Friendly and dynamic work environment
  • Opportunity for personal development