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Wananchi Group - Zuku Call Centre Supervisor Job in Kenya

The Wananchi Group is Africa’s pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and Internet) services.

We’re in the process of rolling out Africa’s most innovative cable and WiMax network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will, drive our growth.

We’re seeking to fill the following position in the Group.
Call Centre Supervisor
Basic Function

The position exists to supervise the call centre that serves Wananchi Group customers.

The incumbent wilt plan, promote and administer the Customer Service functions at the call centre to ensure a high quality level of service and interface with customers.

  • Supervise a team of agents by providing Leadership and managing performance in order to provide a delightful customer experience to Wananchi Group customers
  • Oversee, coordinate and manage activities of assigned staff including but not limited to attendance, performance & development.
  • Ensure high level of customer service and staffing Levels through efficient scheduling and adjustment to meet service demands.
  • Develop, prepare information related to call drivers, review trends and present recommendations to management based on data review
  • Perform Quality Assurance Evaluations.
  • Administer employee performance evaluations
  • Assist with and/or develop communication for internal or external audiences
  • Identify training needs for the team and assist in the associated planning activities.
  • Act as a mentor within the team environment.
  • Responsible for resolving customer technical issues and outages utilizing all available support resources
  • Communicate performance standards and metrics to the team, review progress, provides consistent monthly feedback and guidance for direct reports
  • Foster a positive relationship with team members, management and regional partners, conduct regular meeting with direct reports to enhance operational understandings and efficiencies
  • Develop and implement development & performance improvement plans as appropriate.
  • Support Call centre management with implementing and a maintaining an ongoing improvement environment that continues to deliver an exceptional customer experience.
  • Together with team, identify process improvement opportunities & proactively develop implementation plans.
  • Communicate and manage expectations for quality and accuracy of work.
  • Identify variances and create effective plans to address gaps
  • Maintain a high level of product, process and competitive knowledge.
Qualifications, Skills and Experience
  • 3-4 years of supervisory experience in a customer service leadership position primarily focused on customer care? call centre operations and sates. A technical environment in a telecommunications or Triple Play environment is preferred.
  • Excellent organization, interpersonal and time management skills.
  • Strong analytic skills and comfort in PC based reporting systems and processes.
  • Ability to maintain productivity under pressure and to multitask effectively
  • Must have superior coaching, leadership and interpersonal skills.
  • Punctual, regular and consistent attendance
  • Tact diplomacy and sensitivity
  • Minimum of a bachelor’s degree
Interested candidates to send applications to, with the title of the position you are applying for as the subject of your e-mail by latest 10th August 2010.

Hard copy applications discouraged.

Only shortlisted candidates will be acknowledged.

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