Calltronix Contact & Training Centre Account Manager Jobs in Kenya
Key Responsibilities
Operational Excellence
Clearly understand and communicate business requirements for assigned campaigns.
Provide daily direction and support to ensure customer inquiries are handled efficiently, accurately, and professionally.
Coordinate with Workforce Management (WFM) on staff scheduling, shift adherence, and attendance reporting.
Ensure CSEs (Customer Service Executives) meet Key Performance Indicators (KPIs) and comply with quality standards.
Continuously evaluate processes and recommend improvements to enhance efficiency and customer satisfaction.
Structure and guide effective escalations to ensure timely resolution.
Conduct pre‑shift and post‑shift team briefings, recognizing achievements and addressing challenges appropriately.
People Management
Monitor individual and team performance, providing regular feedback, coaching, and corrective action where necessary.
Motivate and engage team members to maintain high morale and productivity.
Ensure CSEs have the necessary training, resources, and support to succeed.
Draft, communicate, and implement team KPIs in alignment with organizational goals.
Administer performance reviews and develop staff for career growth.
Maintain a positive, collaborative, and high‑quality work environment.
Reporting & Collaboration
Provide accurate statistical reports and performance updates to management.
Support the Operations Manager in staffing, training, recognition programs, and other contact centre initiatives.
Always uphold Workplace Health & Safety
(WH&S) standards and company policies.
Recruitment Criteria
Education
Bachelor’s degree in Information Systems, Business Administration, or a related field.
Experience
Minimum of 2 years in a supervisory or managerial role within a contact centre environment.
Skills & Competencies
Excellent written and verbal communication skills.
Strong interpersonal, leadership, and motivational abilities.
Proficiency in computer applications and reporting tools.
Strong analytical, organizational, and problem‑solving skills.
Attention to detail with the ability to prioritize and multitask effectively.
Hands‑on management style with proven ability to drive performance.
Up‑to‑date knowledge of contact centre best practices.
How to Apply
For more information and job application details, see; Calltronix Contact & Training Centre Account Manager Jobs in Kenya
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