Call Centre Manager Jobs in Kenya
Call Centre Manager Jobs in KenyaJob 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.
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
firstname.lastname@example.org on or before Friday 31st January 2020
Only short listed candidates will be contacted
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