Wananchi Group Manager - Contact Centres Jobs in Kenya

Wananchi Group Manager - Contact Centres Jobs in Kenya

Job Details

Job Purpose / Summary

  • Reporting to the Director – Customer Experience, the Manager – Contact Centers will be responsible for Zuku Fiber and Zuku
    Satellite customer support and post support customer retention in all countries of operation, ensuring:-

    • Client services support in a timely manner and within defined SLAs

    • Customer retention, loyalty, and revenue growth

    • Analysis, Reporting and Feedback

    • Continuous Process Improvement in service delivery processes, performance and products

    • Subscriber billing, payment channels and retention processes

    • Team leadership .

    Key Responsibilities

    • Retention rate of customer’s post service support contact at all touch points

    • 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

    Desired Education,
    Experience & Attributes

    • University Degree in a Business related field. An MBA would be an added advantage.

    • 6 years’ 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 industry 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

    • Ability to project a positive image for him/ herself and the company.

    • Good team player with a commitment to value-based & team leadership as well as cross-functional acumen

    How to Apply

  • Interested candidates to send their updated CV to recruit@ke.wananchi.com with ‘Manager – Contact Centers’ as the subject line not later than 30th March, 2020.

  • Mail applications will be considered if desired qualifications are met.

  • Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

  • Only short-listed candidates will be contacted.

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