Wananchi Group - Contact Centres Manager - Jobs in Kenya

Wananchi Group - Contact Centres Manager - Jobs in Kenya


Job Title:
  • Manager, Contact Centres

    Job Purpose / Summary:
  • Reporting to the Customer Experience Director, the Manager – Contact Centres is responsible for:
  • Leadership to keep Team focused on Company objectives
  • Customer Satisfaction
  • Performance Monitoring, Analysis and Reporting
  • Skill, Standards and Process Improvement and Management

    Key Performance Indicators
  • Growth of Net Promoter Score per Country and Segment;
  • Retention rate of customers post service support contact
  • Revenue assurance through timely and accurate billing, and transaction audits to prevent leakage
  • Improvements in Turn Around Time (TAT) and
  • Efficiency Scores for Contact Centers.
  • Contact Center Metrics to be within accepted best practice benchmarks (call abandon rate, Average Handling Time, budget management, agent/cost ratios)
  • Country & Global timely reports to capture performance and support decision making;
  • Link to source departments on service, product and system issues relating promised service experience for customers
  • Contact reduction initiatives (reduce contacts to Centers).
  • Oversee the end to end contact center engagements (scope design, partner sourcing/onboarding and operational management of first line customer support in call center, shops, Ecare operations) to attain defined standards.
  • Ensure accuracy of KPIs definition, tracking and performance analysis against the set targets
  • Manage customer queries and complaints by taking ownership and resolving in a timely manner; and ensure that customers are advised appropriately.
  • Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organization policies, procedures and relevant regulations/legislation
  • Support implementation of new product launches to existing by use of the key modes of communication at the disposal of the Customer Experience Department
  • Oversee end to end quality management initiatives (define assessment frameworks and feedback on quality standards for products).
  • Champion the “Voice of Customer” – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience and improvement activities.
  • Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.
  • Contribute to product
    development and improvement through continuous feedback analysis collected from clients.
  • Ensure there is a recovery plan on customer support and data relating to Contact Centres;
  • Provide guidance to Team on improvement areas based on performance and Voice of Customer analytics
  • Oversee performance of Team with clear objectives and development plans which are regularly reviewed;

    Experience & Background Needed
  • University Degree in a Business related field. An MBA would be an added advantage.
  • 6 Years of experience in a similar role within a business environment responsible for large teams and resource optimization;
  • Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization and resources exist.
  • Experience in ICT or telecommunications company is preferred;
  • Experience in statistical analysis and forecasting; plus MS office particularly Excel and Powerpoint;
  • Good planning skills with ability to meet strict deadlines;
  • Ability to understand and work with multiple products, customer segments and business databases;
  • Highly innovative with willingness to propose new and effective ways of running the operations;
  • Detail oriented and able to ensure accuracy in customer behavior analysis and feedback;

    How to Apply
  • Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 7th June 2019
  • The subject line Manager, Contact Centres
  • Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
  • Only short-listed candidates will be contacted.
  • Canvassing will lead to automatic disqualification.
  • For more information and job application details, see; Wananchi Group - Contact Centres Manager - Jobs in Kenya

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