Titre du poste

Head of Call Center / Call Center Manager - Nairobi

Description

Position : Head of Call Center / Call Center Manager - Nairobi

We are looking for a Head of Call Center / Call Center Manager.
This role is for someone who loves to deliver results through their team, not suggest theories and blame market.You will be the main sales driver for one call center in one country: hiring, training, rhythm, discipline, coaching, and honest numbers.Important note: you're not alone. You have Main office support (scripts, QA, analytics, CRM/telephony, methodology/lerning). Your strength lies in execution and managing people on the ground: spotting problems, addressing them quickly, and embedding standards.
What you'll be doing

  • Leading a team of sales operators: recruitment, onboarding, scheduling, attendance, motivation, disputes resolution and productivity control.
  • Driving sales and revenue through needs diagnosis (consultative/SPIN approach) and closing.
  • Conducting regular coaching: call listening, 1:1s, training sessions, objection handling.
  • Setting operational goals (daily/weekly targets, focus areas, shift priorities).
  • Managing the Cash on Delivery funnel: Productivity and knowledge → conversions → paid revenue, reducing cancel/return rates through proper customer expectations and teaching team how to work with objections.
  • Monitoring CRM discipline: accurate statuses, clear documentation, and zero tolerance for data manipulation.
  • Reporting preparation (daily updates, weekly plan vs. actual, escalations to HQ).
  • Working closely with HQ teams (Sales Ops/Quality/CCO): implementing improvements and standards, providing field feedback (what works/what breaks).

Required profile for job ad : Head of Call Center / Call Center Manager - Nairobi

Who we're looking for:
Must-have:

  • experience in a sales call center and team management (Team Lead / Supervisor / Head of Call Center)
  • ability to sell through questions and diagnosis (consultative selling)
  • commitment to maintaining discipline and rules: we value honest numbers and clean processes
  • basic experience in recruitment and termination.
  • basic confidence with CRM

Nice-to-have:

  • experience with COD / cash on delivery (understanding buyout/return)
  • Excel/Google Sheets (pivot tables/summaries — a plus)
  • advanced experience working with CRM systems and understanding their capabilities

Job criteria for job ad : Head of Call Center / Call Center Manager - Nairobi

  • Job category :
    Management - Sales
  • Industries :
    Distribution, selling, wholesale - Marketing, communication, media - Pharmaceutical industry
  • Employment type : Permanent contract
  • Region : Nairobi - International
  • City : Nairobi
  • Remote work :
    No
  • Experience level : 2 to 5 years - 5 to 10 years - More than 10 years
  • Educational level : High school - Technical school - College - HND - Bachelor - Master - Doctorate
  • Number of Position(s) : 1
  • Team management :
    Yes
  • Management
  • Team Management
  • Scheduling
  • Coaching
  • CRM
  • Sales
Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Exercise extra caution with any international job offer, particularly if especially attractive conditions or salary are being highlighted.

Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Type de poste
Temps plein
Lieu du poste
Nairobi, Kenya
Date de publication
18 mars 2026
Valide jusqu’au
17 mai 2026
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Poste : Head of Call Center / Call Center Manager - Nairobi

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