Call Centre Manager Jobs in Kenya

Call Centre Manager Jobs in Kenya

Job Details

  • The successful candidate will be responsible for setting up and managing the Call Centre, daily running and management of the centre, meeting and setting customer service targets as well as planning areas of improvement or development.

    Key Responsibilities

  • Managing the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations

  • Doing needs assessments, performance reviews and cost/benefit analyses

  • Setting/meeting performance targets for speed, efficiency, sales and quality

  • Ensuring all relevant communications and data are updated and recorded

  • Advising clients on products and services available

  • Liaising with supervisors, team leaders, operatives and third parties to gather Information and resolve issues

  • Maintaining up-to-date knowledge of industry developments and involvement in networks

  • Monitoring random calls to improve quality, minimize errors and track operative performance

  • Coordinating staff recruitment, writing job adverts and liaising with HR staff

  • Reviewing the performance of staff, identifying training needs and planning training sessions

  • Recording statistics, user rates and the performance levels of the Centre

  • Preparing reports on these statistics, rates and performance levels

  • Handling the most complex customer complaints or enquiries

  • Organizing shift patterns and the number of staff required to meet demand

  • Coaching,
    motivating and retaining staff

    Job Qualification and Requirements

  • Holder of a business related/ relevant degree

  • Proven experience as Call Centre Manager or similar position

  • IT skills and call centre equipment/ software programs including familiarity of Customer Relations Management solutions service principles and practices

  • Exceptional communication, interpersonal and customer service skills

  • Proficient in MS Office and call centre equipment/software programs

  • Solid understanding of reporting and budgeting procedures.

  • Strong leadership skills with a problem-solving ability and people management

  • Excellent organizational skills

    How to Apply

  • If you meet the above requirements, please send your application together with a comprehensive CV indicating your qualifications, present position, contact and names of three referees. Send your application to

  • on or before Friday 31st January 2020

  • Only short listed candidates will be contacted

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