Webitel Call Center Solutions Specialist

Location: Nairobi, Kenya OR remoteCompany: Mogo Kenya, part of Eleving GroupPosition open to all nationals. Position maybe both remote or onsite in Nairobi, Kenya.About Us: We are dedicated to fostering upward social mobility in diverse communities by providing credit access to entrepreneurs who are often excluded from traditional banking. Through a combination of asset financing, fintech innovations, AI-based underwriting, and proprietary car portals, we empower local entrepreneurs, such as motorcycle taxi riders, Uber/Bolt drivers, and small business owners, to purchase their own vehicles and obtain loans to expand their businesses.We are looking for a Webitel Call Center Solutions Specialist to design, optimize, and enhance call center workflows across our growing operations. This role will leverage expertise in Webitel and / or other call center systems to build efficient routing, automation, and communication solutions that elevate both performance and customer experience.As a bridge between operations and technology teams, the person will play a key role in ensuring seamless integration, continuous optimization, and best-practice execution across omnichannel customer interactions.Position maybe both remote or onsite in Nairobi, Kenya.Key Responsibilities:Workflow Design & Documentation Map and document call center and omnichannel communication workflows for clarity and optimization. Develop functional schemas (e.g., dynamic queue changes based on debt collection status). Ensure workflows align with both operational needs and customer experience goals. Webitel Solution Development Leverage prior Webitel experience to design and implement business-side solutions within the platform. Configure and optimize filters, routing logic, and settings to achieve desired outcomes. Act as a subject matter expert on Webitel capabilities and enhancements. Collaboration & Integration Partner with Webitel IT teams on chatbot integration, filtering logic, and feature rollouts. Advise call center teams on solution design, process improvements, and platform capabilities. Ensure smooth coordination between technical teams and call center operations. Optimization & Testing Conduct A/B testing to evaluate and refine workflows and configurations. Monitor performance of implemented solutions and recommend adjustments. Apply call center best practices to continuously improve routing, efficiency, and customer outcomes. Knowledge & Best Practices Maintain deep understanding of Webitel call center operations and general call center practices. Provide guidance and training to call center teams on new solutions. Stay up to date with new Webitel features and industry trends to recommend improvements. What We expect from you:Previous experience in call center operations, workforce management, or call center systems administration.Hands-on experience with Webitel or similar call center/telephony platforms (e.g., Asterisk, Genesys, Five9, or Twilio).Strong understanding of call routing, queue management, IVR design, and omnichannel communication flows.Proven ability to design, test, and optimize call center workflows based on operational and customer experience goals.Excellent analytical and problem-solving skills, with attention to process efficiency and performance improvement.Comfortable working cross-functionally with IT, operations, and customer service teams to translate business needs into system solutions.Familiarity with chatbot integration, A/B testing, and data-driven performance monitoring is an advantage.A degree in Business, IT, Communications, or a related field preferred.What We Offer:Multicultural and professional team dynamic.Comprehensive monthly salary, results-oriented bonus system.Housing allowance and periodic flights back to home country.Relocation support (flights to Nairobi, visas).Health insurance package