Call Centre Manager Jobs in Nairobi, Kenya

Call Centre Manager Jobs in Nairobi, Kenya


Key Role

  • Strategy 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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