Location: Nairobi

Nature of Job: Full time

Salary: 100K- 150K

JOB OBJECTIVE: 

• To lead the call center team

• Ensure all transmission equipment is working at all times and faults and repairs are done in a timely manner. 

• Meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. 

• Ensures that calls and emails are answered by staff within agreed time scales and in an appropriate manner.

• Mentoring, Coaching, evaluating, coordinate and motivate call center staff and may manage staff recruitment

DUTIES AND RESPONSIBILITIES: 

• Manage the day to day running of the Call Center. 

• To oversee the optimal performance of the Call Center.

• Maintains constant communication of floor needs, wants, concerns and plans.

• Forecasts Manpower planning based on inbound/outbound call volume

• Create and implement strategies to decrease errors in quality control and train for future effectiveness.

• Work with all individual on daily basis to optimize campaign targets by adjusting and ensuring proper utilization of manpower and technology.

• Track against projected forecast.

• Monitor employee attendance and shift changes.

• Coordinate all floor supervisors

SKILLS AND COMPETENCIES: 

• Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships. 

• Leads Positively: Leads by example to cultivate a climate of motivation, positive energy and meaning in work. Assesses, selects, recognizes, develops, and empowers diverse talent. 

• Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same. 

EDUCATION/EXPERIENCE: 

• Bachelor’s degree in a relevant field from an accredited University/College required. 

• At least5years’ experience in an busy call/contact center environment at Supervisory or Managerial level

• One year of operational experience in a call center 

• Ability to provide effective leadership to a large team 

• Ability to train and mentor individuals and/or a group 

• Ability to interact at a high level with clients and internal leadership 

• Ability to manage and provide feedback to all types of individuals 

• Ability to adapt to an ever-changing environment 

• Ability to create training documents 

Qualified candidates should send CV’s quoting relevant skills and experience to This email address is being protected from spambots. You need JavaScript enabled to view it.

Only the shortlisted candidates will be contacted.