Old Mutual is a pan-African investment, savings, insurance, and banking group rooted in the belief that Africa is rich with opportunity. For over 175 years, we’ve empowered customers, employees, and communities to achieve their financial goals. Our commitment to enabling Africa’s prosperity is reflected in the talent we hire, develop, and retain — a diverse, passionate, and forward-thinking workforce that mirrors the continent’s dynamism.
As we continue to expand our footprint and enhance service delivery to our clientele across Kenya and beyond, we are pleased to announce a career opportunity for a Contact Center Operations Manager. This position, based in Nairobi, is ideal for a results-driven professional with experience in managing customer experience functions in high-paced environments.
This role is designed for someone with a deep understanding of contact center operations, a passion for people development, and the ability to drive performance while optimizing both cost and quality. If you’re a high-energy individual looking to make a measurable impact in a strategic leadership role, we encourage you to explore this opportunity in detail.
Position: Contact Center Operations Manager
Location: Nairobi, Kenya
Time Type: Full Time
Job Requisition ID: JR-67916
Closing Date: 29 June 2025, 23:59 EAT
Job Summary
As the Contact Center Operations Manager, you will lead and manage the daily operations of our Contact Centre, ensuring that service delivery standards are consistently met. Your role will involve collaborating with support functions and implementing strategies to enhance customer experience through effective people, process, and performance management. This role calls for a strong leader who can coach teams, analyze performance, and introduce innovation to sustain a high-performance service culture.
Key Performance Indicators
To be successful in this role, you will be measured against the following critical performance areas:
- Timely submission of Training Need Analyses, induction plans, and monthly progress reports.
- Achievement of both quantitative and qualitative Key Performance Indicators (KPIs) outlined in your scorecard.
- Number and quality of documented performance improvement actions and escalation resolutions.
- Staff engagement levels and adherence to operational procedures.
- Accuracy and timeliness of operational and productivity reports.
- Lead qualification and conversion rates.
- Campaign reach rates.
Key Responsibilities
Your day-to-day and strategic responsibilities will include but are not limited to:
- Performance and Staff Development
- Develop and implement initiatives for continuous performance improvement for contact centre and frontline branch staff.
- Facilitate induction and skills training programs to build overall staff competence.
- Deliver targeted productivity and service quality outcomes.
- Performance Management
- Create and enforce a culture of high performance through coaching, feedback, and action planning.
- Implement systems to evaluate team and individual performance, driving accountability and productivity.
- Customer Complaint Resolution
- Manage escalated and complex customer enquiries effectively, ensuring customer satisfaction and preventing complaints.
- Implement feedback loops and complaint containment strategies across teams.
- Reporting and Insights
- Generate, analyze, and disseminate timely management reports to support decision-making.
- Track and report campaign reach, lead conversion rates, and other relevant KPIs.
- Resource Planning
- Monitor workload and ensure optimal staff deployment through accurate forecasting and scheduling.
- Maximize SLA delivery through proactive workforce planning.
- Process Optimization
- Lead root cause analyses and act on insights from both customer and staff feedback.
- Implement action plans that drive process improvements, cost savings, and enhanced quality.
- Stakeholder Management
- Collaborate across functions and build strong interdepartmental relationships.
- Facilitate a culture of teamwork and shared ownership of customer experience goals.
- Campaign Management
- Manage outbound communication and telesales campaigns, from planning to execution and reporting.
- Regulatory and Policy Compliance
- Drive adherence to internal policies, service level agreements, and consumer protection regulations.
- Follow up on audit items and ensure their closure within set timelines.
- Strategic Planning
- Stay abreast of contact center trends and integrate best practices into Old Mutual’s customer service strategy.
- Plan and execute long-term improvements to align operations with business growth and customer expectations.
- Administrative Functions
- Manage daily administrative operations, including document drafting, correspondence, and stakeholder coordination.
- Organize meetings, prepare reports, and maintain records with a high degree of accuracy and professionalism.
- Work Allocation and Scheduling
- Assign work schedules and ensure short-term team activities align with long-term business objectives.
- Budget and Procurement Oversight
- Track and report on budget usage and procurement compliance within the contact center function.
- Self and Team Development
- Engage in ongoing professional development to maintain technical expertise.
- Encourage continuous learning among team members to enhance performance and motivation.
Required Qualifications and Experience
- Education: Undergraduate degree from a recognized university, preferably in Business or Social Sciences.
- Professional Certifications: Certification or training in Contact Center Operations.
- Experience:
- Minimum 5 years of work experience in a customer experience environment.
- At least 2 years in a leadership role within a contact center setting.
Knowledge and Skills Required
- Proficient in contact center systems including CRM and omnichannel tools.
- Strong interpersonal and communication abilities.
- Ability to interpret policies and ensure compliance.
- Deep knowledge of banking, insurance, and customer service operations.
- Adept in performance management, coaching, and team development.
- Data analysis and reporting proficiency.
- Demonstrated ability to handle diaspora customer service needs.
- Familiarity with campaign management and telesales conversion strategies.
- Experience with productivity tools such as Power BI and survey tools.
Preferred (But Not Mandatory) Qualifications
- Master’s Degree in a related field.
- Lean Six Sigma Certification.
Key Competencies
- Decision quality: Able to make timely, informed decisions based on data and insight.
- Directs work: Effectively delegates tasks and follows up on execution.
- Accountability: Takes responsibility for results and holds others to high standards.
- Manages complexity: Skilled in dealing with multifaceted operational challenges.
- Optimizes work processes: Continuously seeks efficiency and improvement.
- Planning and alignment: Aligns team objectives with organizational goals.
- Tech savvy: Embraces technology to drive operational efficiency.
Additional Skills and Attributes
- Strong problem-solving capabilities.
- Patience, tact, and diplomacy in managing difficult conversations or conflict situations.
- Commitment to personal and team development.
- Capability to remain composed and effective in high-pressure situations.
Why Join Old Mutual?
At Old Mutual, you become part of a dynamic community that’s changing the financial landscape of Africa. Our employees enjoy a culture of inclusion, opportunity, and excellence. This role offers an exciting platform for someone ready to step into a leadership role and make a lasting impact in the realm of customer experience.
We offer competitive remuneration, continuous learning and development opportunities, and a supportive work environment committed to innovation and growth.
If you are passionate about customer service, possess a strong background in operations management, and are looking to be part of a visionary organization, then we would love to hear from you.
To Apply:
Visit our career portal and submit your application before the closing date on 29 June 2025, at 23:59 EAT.
