Fresh Jobs at Centum

Key Responsibilities

• Lead end-to-end recruitment activities to deliver hiring targets across contact center operations and corporate functions.
• Drive high-volume hiring campaigns, successfully recruiting up to 200 employees per week while ensuring quality- of-hire and time-to-fill targets are achieved.
• Manage the full recruitment lifecycle, including sourcing, screening, interviewing, offer management and onboarding.
• Develop and execute innovative sourcing strategies to attract high-quality talent across agents, specialists and leadership roles.
• Partner with hiring managers to understand workforce requirements and ensure timely fulfilment of approved vacancies.
• Build and maintain robust talent pipelines to support business growth, ramp-ups and replacement hiring.
• Monitor recruitment metrics and implement initiatives to improve hiring efficiency, candidate quality and recruiter productivity.
• Lead and develop the Talent Acquisition team to ensure consistent delivery against recruitment objectives.
• Manage relationships with recruitment agencies, job boards, universities and other talent sourcing partners.
• Champion employer branding initiatives to enhance the organization's ability to attract and retain top talent.

Qualifications and Experience

• Bachelor’s degree in human resources, Business Administration, Psychology, or a related field.
• Minimum of 5 years' experience in talent acquisition, recruitment, or workforce planning, preferably within a BPO, Contact Centre or high-growth environment.
• Demonstrated experience managing high-volume recruitment campaigns, with proven success in hiring at scale.
• Strong understanding of sourcing methodologies, employer branding and recruitment best practices.
• Experience recruiting both frontline and professional/non-agent talent.
• Excellent stakeholder management, communication and team leadership skills.
• Proficiency in Applicant Tracking Systems (ATS) and recruitment analytics.

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Key Responsibilities

• Develop and execute the enterprise talent acquisition strategy to support workforce growth, client expansion and long-term business objectives.
• Lead large-scale recruitment operations, ensuring the timely delivery of high-volume hiring requirements across customer service, sales, technical support and corporate functions.
• Own and deliver executive recruitment metrics, including time-to-fill, cost-per-hire, quality-of-hire, offer acceptance rates, attrition within the first 90 days, recruiter productivity and hiring forecast accuracy.
• Drive workforce ramp-ups to support new client launches, business expansions and operational growth while maintaining agreed service-level commitments.
• Partner with Operations, Workforce Management, Finance and Business Leaders to align hiring plans with revenue targets and operational requirements.
• Establish talent acquisition dashboards and reporting frameworks, providing leadership with actionable insights on hiring performance, pipeline health and workforce trends.
• Build a scalable talent acquisition function capable of supporting annual hiring volumes while maintaining quality and efficiency standards.
• Lead employer branding, talent attraction and candidate experience initiatives to strengthen the organization's competitive position in the market.
• Drive recruitment technology, automation and process improvement initiatives to enhance hiring speed, candidate quality and recruiter effectiveness.
• Manage and develop a high-performing Talent Acquisition leadership team, fostering a culture of accountability, operational excellence and continuous improvement.
• Ensure achievement of key recruitment targets including workforce fulfilment, quality-of-hire, productivity, diversity goals and recruitment budget management.

Qualifications and Experience

• Bachelor’s degree in Human resources, Business Administration, Psychology or a related field.
• Master’s degree in human resource management, Business Administration or a related field preferred.
• Minimum of 10 years' progressive experience in Talent Acquisition, with at least 5 years in a senior leadership role customer experience or high-volume hiring environment.
• Demonstrated success in leading large-scale recruitment functions supporting rapid business growth and workforce expansion.
• Proven ability to manage senior stakeholder relationships and influence workforce planning decisions at executive level.
• Strong experience in recruitment operations, workforce planning, employer branding, talent analytics, and recruitment technology.

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Key Responsibilities

• Develop and execute enterprise Data, Management Information (MI) and Decision Intelligence strategy.
• Establish a single source of truth for operational, workforce, recruitment, client and financial reporting.
• Lead the development of executive dashboards and business intelligence solutions using Power BI and related technologies.
• Drive data engineering, integration and governance across multiple systems, platforms and client accounts.
• Deliver predictive analytics, scenario modelling and forecasting capabilities to support strategic planning and performance management.
• Identify and implement automation opportunities that improve efficiency, reporting accuracy and business outcomes.
• Partner with operational and commercial leaders to generate actionable insights that enhance service delivery, resource utilization and profitability.
• Provide analytical support to drive capacity planning, staffing optimization, recruitment planning and operational performance.
• Leverage advanced analytics to improve forecasting accuracy and support business growth initiatives.
• Ensure compliance with data privacy, information security and data governance requirements.
• Build and lead a high-performing team of data, business intelligence and analytics professionals.

Qualifications & Experience

• Bachelor’s degree in data science, Computer Science, Information Systems, Statistics, Mathematics, Engineering, Economics, Actuarial Science, or a related quantitative discipline.
• A master’s degree in data Analytics, Data Science, Business Intelligence, Information Systems, Artificial Intelligence, or Business Administration (MBA) will be an added advantage.
• Professional certifications in Microsoft Power BI, Azure Data Engineering, Azure Solutions Architecture, AWS Analytics, Databricks, Snowflake, Tableau or related technologies are desirable.
• Minimum of 10 years' experience in Data Analytics, Business Intelligence, Data Engineering, Management Information (MI) or Decision Intelligence, with at least 5 years in senior leadership role.
• Proven experience leading enterprise-scale data, analytics, reporting and business intelligence functions within a contact centre, BPO, customer experience, telecommunications, financial services or similarly complex operational environment.
• Demonstrated success developing and implementing enterprise data strategies that support operational performance, workforce optimization, client delivery, commercial growth and executive decision-making.
• Strong experience in Power BI, executive dashboards, data visualization, management information reporting, data architecture, data warehousing, ETL processes and cloud-based analytics platforms.
• Proven expertise in predictive analytics, forecasting, scenario modelling, capacity analytics, revenue reporting and operational performance measurement.

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Key Responsibilities

• Develop and execute the enterprise infrastructure, network and telecommunications strategy aligned to business objectives.
• Lead the design, implementation and management of network, server, cloud and telecommunications environments across multiple sites.
• Ensure high availability, performance and reliability of critical technology infrastructure supporting contact centre operations.
• Drive infrastructure modernization, cloud adoption and technology transformation initiatives.
• Lead cybersecurity, disaster recovery and business continuity programs to safeguard business operations.
• Establish and maintain infrastructure governance, standards, policies and compliance frameworks.
• Manage strategic relationships with telecom providers, technology vendors and managed service partners.
• Oversee infrastructure capacity planning to support business growth, client onboarding and operational scalability.
• Monitor technology performance, service levels and operational risks, implementing continuous improvement initiatives where required.
• Lead and develop high-performing infrastructure, network and telecommunications teams.

Qualifications & Experience

• Bachelor’s degree in information technology, Computer Science, Telecommunications Engineering, Electrical Engineering or a related discipline.
• Bachelor’s degree in information technology, Computer Science, Telecommunications Engineering, Electrical Engineering or a related discipline.
• Professional certifications such as Cisco (CCNP/CCIE), Microsoft Azure, AWS, ITIL, CISSP, CISM, VMware, Huawei or equivalent industry certifications are desirable.
• Minimum of 10 years' experience in IT infrastructure, networks, telecommunications or technology operations, with at least 5 years in a senior leadership role.
• Proven experience leading enterprise-scale network, server, cloud and telecommunications environments within a contact centre, BPO, telecommunications or similarly complex operational environment.
• Strong expertise in enterprise networking, voice infrastructure, cloud technologies, data centres, servers and cybersecurity.
• Demonstrated success delivering large-scale infrastructure transformation and modernization initiatives.
• Experience managing technology vendors, service providers and complex technology contracts.

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Key Responsibilities

Strategic Leadership

• Develop and implement the organisation's learning and development strategy across all contact centre operations and operating markets, ensuring alignment with business objectives, client requirements and operational priorities.
• Provide strategic leadership in identifying current and emerging skills requirements within the contact centre industry, including customer experience, digital engagement, product knowledge, call handling, sales and service delivery.
• Advise Executive Management on training strategy, workforce capability development, operational performance improvement and opportunities to strengthen service delivery.
• Drive a continuous learning culture that enhances agent productivity, customer experience, service quality and employee performance.
• Establish standardised training frameworks, delivery methodologies and performance measurement tools to ensure consistency in training quality across all contact centre locations and client accounts.
• Anticipate changes in client requirements, products, technology and industry practices, ensuring training programmes remain relevant and responsive to evolving operational needs.

Training Operations & Quality Assurance

• Facilitate structured onboarding and training for weekly new hire batches to ensure operational readiness before deployment.
• Conduct regular refresher training for existing employees to reinforce product knowledge, process compliance, service standards and client-specific requirements.
• Assess training effectiveness through knowledge assessments, performance monitoring and feedback, identifying and addressing competency gaps.
• Establish and maintain quality assurance frameworks to ensure excellence in program delivery.

Learning Design & Innovation

• Develop and deliver structured product, process and client-specific training programmes within a contact centre environment, catering for weekly new hire batches and periodic refresher training.
• Drive continuous improvement through research, training needs analysis and evaluation of learning effectiveness to enhance employee competencies and operational performance.
• Develop training content and learning materials aligned with client-specific service standards, product specifications, operational procedures and regulatory requirements.
• Leverage quality assurance reports, call monitoring results and customer feedback to identify knowledge gaps and develop targeted learning interventions.

Financial Stewardship

• Lead the development and management of training budgets and financial plans.
• Ensure prudent resource allocation, cost efficiency, accountability and optimal utilization of resources.

People Leadership

• Build, lead and develop high-performing training teams across contact centre operations in the operating countries, ensuring effective delivery of training programmes across client accounts and business units.
• Foster a culture of excellence, accountability, collaboration and continuous professional development among trainers, team leaders and operational teams.
• Strengthen organisational capacity through effective talent management, trainer development, performance management and succession planning.
• Provide coaching, mentorship and technical guidance to training teams to enhance training delivery, instructional effectiveness and learner outcomes.
• Ensure adequate training capacity to support operational growth, new client acquisitions, weekly new hire onboarding and ongoing employee development.

Minimum Requirements

• Master’s degree in education, Human Resource Management, Business Administration, Organizational Development or a related field.
• Minimum of twelve (12) years' relevant experience.
• At least five (5) years' experience in a senior leadership role within training, learning and development, education or workforce development.
• Strong knowledge of competency-based training, curriculum development and training evaluation.
• Relevant professional certifications will be an added advantage.

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Key Responsibilities

Regional Transformation & Operational Excellence

• Develop, lead and govern a regional transformation portfolio aligned with the organisation's strategic priorities and operational roadmap.
• Drive the implementation of operational excellence initiatives focused on productivity improvement, cost reduction, service quality and operational efficiency.
• Lead Lean Six Sigma, COPC and other process improvement initiatives across contact centre operations.

Process Improvement & Continuous Improvement

• Lead end-to-end process optimisation initiatives to improve operational productivity, quality, cost efficiency and cycle times.
• Champion the application of Lean Six Sigma methodologies and structured problem-solving techniques to address operational challenges.
• Establish and manage a continuous improvement framework, ensuring that improvement initiatives are identified, prioritised, implemented and measured.
• Oversee process mapping, process mining and root cause analysis to identify inefficiencies and opportunities for sustainable improvement.

Performance Management & Business Impact

• Establish performance measurement frameworks to track the impact of transformation initiatives on productivity, service quality, cost and operational performance.
• Provide regular progress updates and performance reports to Executive Management on the regional transformation portfolio.
• Drive cost optimisation initiatives, including the review and rationalisation of operational overheads.

Capability Building & Change Management

• Develop internal continuous improvement capabilities by establishing and implementing Lean Six Sigma Green Belt and Yellow Belt development programmes.
• Build and mentor a network of process improvement champions across Operations, Quality, Workforce Management (WFM), Finance and Human Resources.
• Provide technical guidance and mentorship on process improvement methodologies, root cause analysis and performance optimisation.
• Champion organisational change management to support the adoption and sustainability of new processes, systems and ways of working.

Automation & Digital transformation

• Own and drive the organisation's automation pipeline, identifying opportunities to automate repetitive, manual and resource-intensive processes.
• Drive the centralisation and standardisation of Power BI reporting and operational performance dashboards to enhance data visibility and decision-making.
• Partner with IT, Operations and other business functions to implement technology-enabled solutions that improve operational efficiency and service delivery.

Academic and Professional Qualifications

• Bachelor's degree in industrial engineering, Business Administration, Operations Management, Information Technology or a related field.
• Master's degree in business administration, Operations Management or a relevant discipline will be an added advantage.
• Lean Six Sigma Black Belt certification is required; Master Black Belt certification will be a distinct advantage.
• Additional qualifications in project management, business process management, automation or digital transformation will be desirable.

Experience and Competencies

• At least 10 years' relevant experience in operational excellence, business transformation, process improvement or operational management, preferably within a contact centre, Business Process Outsourcing (BPO) or large-scale service operations environment.
• Demonstrated experience leading regional or multi-country transformation and operational improvement programmes.
• Proven track record of delivering measurable productivity improvements, cost savings and process efficiencies.
• Practical experience in Lean Six Sigma methodologies, process mapping, root cause analysis and continuous improvement.

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Key Accountabilities:

Strategic Leadership

• Develop and implement the organization's infrastructure and transport strategy.
• Provide strategic advice on infrastructure investments and expansion plans.
• Identify opportunities for operational improvements and innovation

Infrastructure Project Delivery

• Lead the planning, development and execution of infrastructure projects from inception to completion.
• Ensure projects are delivered within approved budgets, timelines and quality standards.
• Oversee project governance, monitoring and reporting processes.

Facilities Management

• Provide strategic leadership and oversight of facilities management operations across Kenya, Nigeria and Rwanda.
• Oversee the maintenance, operation and optimization of buildings, infrastructure, utilities and physical assets.
• Develop and manage facilities budgets, capital expenditure plans and maintenance Programmes to ensure cost efficiency and asset longevity.
• Manage facilities management contracts, service providers and procurement processes, ensuring value for money and service quality.
• Ensure compliance with statutory, regulatory, environmental, health and safety requirements across all jurisdictions.

Transport Management

• Lead transport planning and development initiatives.
• Optimize transport systems to improve operational efficiency.
• Ensure compliance with industry and regulatory requirements.
• Stakeholder Management
• Build and maintain effective relationships with regulators, government institutions, contractors and investors.
• Represent the organization in infrastructure-related engagements and negotiations.

Financial Management

• Develop and manage capital expenditure budgets.
• Monitor project costs and ensure prudent utilization of resources.
• Assess financial viability and return on investment for infrastructure projects.

Risk, Compliance and Sustainability

• Ensure compliance with all legal, environmental, health and safety requirements.
• Develop mitigation measures for project-related risks.
• Champion sustainability and environmental stewardship initiatives across all projects

Minimum Requirements

• Minimum of twelve (12) years of relevant professional experience in infrastructure development, project management, transport, construction or facilities management.
• At least five (5) years in senior management or leadership roles, with demonstrated responsibility for complex infrastructure projects.
• Proven experience managing large-scale projects across multiple jurisdictions.
• Demonstrated expertise in project planning, budgeting, contract management, procurement and risk management.
• Experience engaging government agencies, regulators, contractors, investors and other key stakeholders.
• Strong understanding of infrastructure regulations, health and safety standards, environmental compliance and sustainability.
• Track record of delivering projects within approved budgets, timelines and quality standards.