HEAD OF CALL CENTRE @ AXIA HR
Our client is seeking an experienced and results-driven Head of Call Centre to lead and oversee all customer service operations. This is an exciting opportunity for a strategic leader who is passionate about delivering exceptional customer experiences, driving operational excellence, and leading high-performing teams. The successful candidate will be responsible for managing the day-to-day operations of the call centre, ensuring customer satisfaction, improving service delivery, handling escalated customer complaints, and fostering a culture of accountability and continuous improvement.
As the Head of Call Centre, you will be expected to drive performance through data-driven insights and team empowerment. You will represent the company's voice in customer interactions and ensure that all service protocols align with organizational goals. This role requires a professional who can thrive in a fast-paced environment and contribute to the long-term success of the service department by implementing innovative communication strategies and maintaining high standards of quality assurance.
As the Head of Call Centre, you will be expected to drive performance through data-driven insights and team empowerment. You will represent the company's voice in customer interactions and ensure that all service protocols align with organizational goals. This role requires a professional who can thrive in a fast-paced environment and contribute to the long-term success of the service department by implementing innovative communication strategies and maintaining high standards of quality assurance.
Key Requirements
Bachelor's Degree in Business Administration, Customer Service Management, Communications, Marketing, or any other related field
A minimum of five (5) years of proven experience in a call centre or customer service environment
Must be fluent in both English and Kiswahili
Proven ability to lead, coach, and motivate high-performing customer service teams
Demonstrated experience in handling escalated customer complaints
Strong ability to work effectively under pressure while managing multiple priorities
Excellent verbal and written communication, interpersonal, and conflict resolution skills
Strong analytical, problem-solving, and decision-making abilities
Experience using CRM systems and call centre technologies
Strong understanding of customer service best practices and performance management