Customer Experience Manager - Inbound
Kiambu, Ruiru, Kenya
Full Time
Manager/Supervisor
About the role:
Burn is looking for a highly analytical and detail-oriented CX Inbound Manager to oversee performance reporting within our inbound call center in the manufacturing sector.
The primary focus of this role is to analyze inbound call center performance reports and CX data, including abandoned calls, dropped calls and service-level gaps, identify root causes and translate insights into actionable strategies that improve operational efficiency, customer experience and productivity.
The ideal candidate must be comfortable working with large datasets, interpreting trends and driving performance improvement through data-driven decision-making.
Duties and Responsibilities:
1. Performance Monitoring & Reporting
2. Abandon & Dropped Call Analysis
3. Insights & Performance Improvement
4. Process Optimization
5. Team Support & Data-Driven Coaching
6. Quality & Compliance Oversight
7. Strategic Decision Support
BURN Ambassador
Skills and Experience:
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
Burn is looking for a highly analytical and detail-oriented CX Inbound Manager to oversee performance reporting within our inbound call center in the manufacturing sector.
The primary focus of this role is to analyze inbound call center performance reports and CX data, including abandoned calls, dropped calls and service-level gaps, identify root causes and translate insights into actionable strategies that improve operational efficiency, customer experience and productivity.
The ideal candidate must be comfortable working with large datasets, interpreting trends and driving performance improvement through data-driven decision-making.
Duties and Responsibilities:
1. Performance Monitoring & Reporting
- Analyze inbound call center performance using CX reporting and analytics tools.
- Monitor and interpret KPIs including:
- Service Level
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Agent productivity
- Call Abandonment Rate
- Dropped Call Rate
- Call Spike Management
- Escalation & Repeat Call Rate
- CSAT
- Conduct root-cause analysis on abandoned and dropped calls to identify operational, technical or staffing gaps.
- Develop and present daily, weekly and monthly dashboards to leadership.
2. Abandon & Dropped Call Analysis
- Investigate reasons for abandoned calls (e.g., long wait times, peak-hour congestion, insufficient staffing).
- Analyze dropped call patterns and determine whether causes are system-related, network-related, or process-related.
- Recommend corrective actions to reduce call losses and improve accessibility.
- Monitor trends and measure improvement impact over time.
3. Insights & Performance Improvement
- Identify performance trends, bottlenecks and inefficiencies through structured data analysis.
- Provide actionable recommendations to improve service levels and operational efficiency.
- Support workforce planning decisions using historical data and demand forecasting.
- Optimize scheduling and resource allocation based on volume trends and shrinkage analysis.
4. Process Optimization
- Use reporting insights to refine call routing, escalation workflows and complaint management processes.
- Collaborate with Sales, production, supply chain and logistics teams to address recurring customer issues highlighted by call data.
- Drive continuous improvement initiatives based on measurable data outcomes.
5. Team Support & Data-Driven Coaching
- Provide Team Leaders with performance insights for targeted coaching.
- Identify training needs based on trends in AHT, repeat calls, escalations and quality scores.
- Support performance improvement plans using objective data.
6. Quality & Compliance Oversight
- Analyze QA scores and identify recurring quality gaps.
- Detect anomalies or performance deviations using trend analysis.
- Work closely with QA teams to implement improvement initiatives.
7. Strategic Decision Support
- Provide leadership with detailed performance insights to support operational strategy.
- Assist in call volume forecasting and headcount planning.
- Ensure reporting accuracy, consistency and standardization across the function.
BURN Ambassador
- Always maintain integrity and be a positive ambassador for BURN
- Strive for continuous improvement for our services that we offer our customers.
- Maintain an open and receptive attitude when receiving feedback and suggestions.
Skills and Experience:
- Bachelor’s degree in Business, Operations Management, Data Analytics, or related field.
- 3–5 years’ experience in a call center reporting, analytics, or performance management role (manufacturing/logistics experience preferred).
- Strong knowledge of CX reporting and analytics tools.
- Proven ability to conduct root-cause analysis and translate data into actionable solutions.
- Advanced Excel skills; experience with Power BI or similar visualization tools is an advantage.
- Strong analytical thinking, attention to detail and problem-solving capability.
- Ability to present insights clearly to senior stakeholders.
Qualified Female Candidates encouraged to Apply
BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
Apply for this position
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