Call Center Manager at OYA Microcredit

Role Summary

The Call Center Manager oversees contact center operations, leads customer engagement teams, optimizes call queues, and ensures prompt resolution of customer, merchant, and applicant inquiries.

Key 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.

Key Qualifications & Requirements

• Degree in Customer Service, Public Relations, Business Administration, or related field.
• 3+ years of contact center leadership experience, ideally in microfinance, fintech, or telecommunications.
• Proficiency with modern Call Center software, CRM tools, and telephony systems.
• Exceptional interpersonal, leadership, and crisis communication skills.