Call Centre Manager Jobs in Nairobi, Kenya
Call Centre Manager Jobs in Nairobi, Kenya
Key RoleStrategy Formulation, customer experience targets as well as planning areas of improvement or development, Coordination & Motivation motivate Call Centre staff and may manage staff recruitment
Responsibilities
Planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Organizing staffing, including shift patterns and the number of staff required to meet demand
Develop objectives for the call center’s day-to-day activities and managing the daily running of the call Centers including effective resource planning and implementing call Centre strategies and operations
Developing customer journeys and shaping of customer touch points to drive customer conversion rates across all stages of engagement.
Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.
Drive the development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive
Customer insight and analysis, and reporting and measurement against KPIs: driving end to end customer feedback management strategies, Customer satisfaction index as well as complaints Management.
Accomplishing call center human resource objectives by recruiting, selecting, orienting, assigning, coaching, counseling, and disciplining employees; administering scheduling systems.
Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.
Prepares call center performance reports by collecting, analyzing, and data and trends.
Advise the Senior Executives on
customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response
Setting and meeting performance targets for speed, efficiency, sales and quality.
Maintaining up-to-date knowledge of industry developments and involvement in networks.
Assume responsibility of budgeting and tracking expenses.
Skills & Qualifications
Holder of a business related / relevant degree
At least 3-5 years plus leadership experience in a call center
Must have managed teams i.e. Team leaders and Agents
Must have managed busy operational environments
Candidates working within the Telecommunications, Financial, Banking industries are encouraged to apply.
IT skills including familiarity of CRM solutions service principles and practices
Solid understanding of reporting and budgeting procedures
Strong leadership and people management
Project management experience mandatory
Customer service Management mandatory
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
How to Apply
Email your CV and application to jobs1@hcsafrica.com
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