ATS - Applicants Tracking System

Simply Intuite.

Call Center BPO Manager

FullTime Kenya, Nairobi Posted 19/10/2023, 1 month ago

Industry: Other

Role: Management

Salary Range: Confidential

Closing: 27/10/2023

Client: Confidential

Call Center BPO Manager

Location: Nairobi

Salary: Gross salary of Kshs. 80,000 – 120,000

Our client, an international organization who is a leading provider of language interpretation services is seeking to recruit a Call Center BPO Manager.

The successful candidate will be responsible for overseeing and managing the operations of a call center outsourcing facility. This position is responsible for ensuring efficient and effective call center operations, meeting performance targets, and delivering exceptional customer service.

Duties and Responsibilities:

1. Team Leadership:

  • Lead, mentor, and motivate a team of call center agents and supervisors.
  • Set performance goals and monitor progress through regular performance evaluations.
  • Conduct training and development programs to enhance staff skills and knowledge.

2. Operational Management:

  • Plan and manage daily call center operations, ensuring adherence to established processes and
  • service level agreements (SLAs).
  • Monitor call queues, agent performance, and call quality.
  • Implement strategies to optimize call center efficiency and productivity.

3. Client Relationship Management:

  • Build and maintain strong client relationships by understanding their needs and addressing concerns promptly.
  • Collaborate with clients to define performance metrics and key performance indicators (KPIs).

4. Quality Assurance:

  • Implement quality assurance processes to maintain high service standards.
  • Regularly review and assess call recordings and customer interactions to identify areas for    improvement.

5. Reporting and Analysis:

  • Prepare and analyze reports on call center performance, including call volume, response times, and customer satisfaction.
  • Use data driven insights to make informed decisions and improve operational efficiency.

6. Resource Management:

  • Manage staffing levels, including hiring, scheduling, and workforce planning.
  • Allocate resources effectively to meet service level targets.

7. Technology Utilization:

  • Oversee the use of call center software and technology to streamline processes and enhance customer interactions.
  • Identify opportunities for technology upgrades and improvements.

8. Compliance and Security:

  • Ensure compliance with industry regulations and data security standards.
  • Implement and maintain policies and procedures for data protection and privacy.


  • Bachelor's degree in business management, communications, or a related field.
  • Proven experience in call center management or BPO operations, with a track record of achieving performance targets.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in call center software and customer relationship management (CRM) tools.
  • Data driven decision making skills and proficiency in data analysis.
  • Knowledge of industry-specific regulations and best practices.
  • Strong problem solving and conflict resolution skills.
  • Ability to adapt to a fast paced and dynamic work environment.

Key Attributes:

  • Results oriented and focused on achieving performance goals.
  • Customer centric mindset with a commitment to delivering exceptional service.
  • Detail oriented and organized.
  • Strategic thinker with the ability to identify and implement process improvements.
  • Strong leadership and coaching skills to develop a high performing team.
  • Ability to handle high pressure situations and make sound decisions.