Call Center Manager at Mogo Finance

Job Description

MOGO Auto Limited is part of Eleving Group, a global fintech company operating in 17 countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.  

We offer a wide range of products including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.  

With over 500,000 loans issued, we continue to grow rapidly- supported by our nationwide branch network and a user-friendly customer mobile App. We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives. At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya.  

We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do. 

Responsibilities

• Manage the day to day running of the Call Center.
• Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.
• Setting call center agents targets, monitoring performance, appraising them and providing timely feedback.
• Organizing staffing, including shift patterns and the number of staff required to meet set targets.
• Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management.
• Coming up with incentives to motivate and retain Call Center staff.
• Participate in hiring of call center agents.
• Training of call center agents.
• Developing strategies to improve customer experience.
• Handling the most complex customer complaints or enquiries.
• Identify, escalate and advice management on recurring complaints.

Requirements

• Bachelor’s degree in a relevant field
• At least 2 years’ experience in a busy call center environment at a managerial level
• Ability to provide effective leadership to a large team
• Ability to offer quick and effective solutions for any complaint
• Excellent communication and organizational skills 

With us you will:

Feel Good:

• A friendly and dynamic work environment
• An excellent well-being program:
• Health insurance
• Pension scheme
• Active social life and events

Win:

• Fast results without the friction of bureaucracy
• Great victories due to the transparency of the company and its goals
• Bonuses and awards for the great work
• Participate in victory celebrations with your co-workers

Grow:

• Together with an intelligent team
• Yourself and the company with the established feedback culture
• Your knowledge with training possibilities

Why join us: 

• Opportunity to work in a diverse, international environment across Africa and the Baltics.
• Exposure to cross-border taxation, compliance and group-level reporting.
• A supportive, growth-oriented team culture that values continuous learning and professional development.