Safaricom
Limited is the leading mobile telecommunications company in Kenya.
We
are at the forefront of the industry and always seek to attract and retain
talented, creative and innovative team players who are excited by the
opportunity of pushing the frontiers of this evolving technology, growing our
services, exciting our customers and contributing to our community.
Workforce Planning Manager
Ref: CC_WPM_JUNE_2013
We
are pleased to announce the following vacancy within the Customer Care
Division.
In
keeping with our current business needs, we are looking for a person who meets
the criteria indicated below:
Reporting
to the Senior Manager Business Planning and Workforce, the successful candidate
will be responsible for providing support to the Call Centre department through
workforce planning, resource optimization, performance monitoring and variance
analysis aimed at aiding management in decision making and optimal utilization
of call center agents.
The job holder’s key responsibilities will be to:
The job holder’s key responsibilities will be to:
- Oversee the
development and implementation of effective workload forecasting and shift
scheduling for call centre and CCS through approving leave schedules for
all the agents and ensuring that space and resource planning are
adequately catered for;
- Formulate Space
Planning Utilization summaries as part of the Workforce Budgeting. This will
involve optimal resource allocation for JCC & alternative sites (SCC,
Thika etc);
- Ensure any
change to plan is justified, supported by facts and is approved before
implementation;
- Ensure
communication to staff on all workforce related issues is done within
agreed SLA;
- Ensure policies
and procedures related to workforce management are accurate, updated and
made available onto the Intranet;
- Make
recommendation on improving scheduling efficiencies, and follow through on
their implementation and measure of success while ensuring that the plans
are realistic and match current trends;
- Conduct
performance tracking through variance analysis of Workforce plans and
performance evaluation;
- Communicate
promptly on sudden changes in call flow and recommend appropriate actions
to be taken;
- Periodically
review routing strategies and recommend improvement to achieve
optimization;
- Communicate
agreed performance standards and targets; Review targets every six months
and communicate within agreed timelines;
- Driving and improve
performance in the team;
- In liaison with
HR L&D ,identify staff training needs, Create development and training
plans to close any performance gaps identified;
- Create a work
environment that will drive the entrenchment of the Safaricom way Values
of Speed, simplicity & trust;
The
ideal candidate should possess the following skills & competencies:
- An honors degree
from a recognized university preferably in finance, accounting, Economics
or mathematics (Statistics).
- Possession of an
advanced degree is preferable.
- At least 6-7
Years’ experience in a similar role within a workforce planning
environment.
- Must have
experience in workload forecasting, shift scheduling, performance analysis
and costing for a large call center.
- Must have
experience preparing, monitoring and reviewing budgets and forecasts in a
large company.
- Experience in a
telecommunications company is preferred.
- Experience in
financial modeling and forecasting.
- Good experience
in MS office tools and Call Centre systems savvy.
- Good planning
skills with ability to meet strict deadlines.
- Providing
financial advice and assistance to the Head of Call Centre.
- Innovativeness
and willingness to propose new and effective ways of running the business.
- Ensure the
highest level of accuracy in financial analysis and feedback.
Senior Manager Core, Premium & SMS Segment
Ref: CC_SMCPSS__JUNE _2013
Ref: CC_SMCPSS__JUNE _2013
We
are pleased to announce the following vacancy in the Call Centre Operations
Department within the Customer Care Division
In
keeping with our current business needs; we are looking for a person who meets
the criteria indicated below:
Reporting
to the Head of Department, Operations, the primary objective of this role is to
define, implement and sustain the customer service operations strategy to meet
the demands of customers within the segments classified as CORE and Premium
customers; managing the SMS and outbound team and Leading a team of shift
managers, Team leaders and Customer experience assistants.
The job holder’s key responsibilities will be to:
The job holder’s key responsibilities will be to:
- Defining,
recommending and constantly reviewing cost effective and sustainable
customer service channels for the assigned segments;
- Support and
align the team’s service delivery towards the set strategy for the
assigned customer segment;
- Work in
collaboration with the customer care business partners & process
manager in defining, designing processes and procedures to ensure superior
customer service experience for the core and premium segments;
- Identify
resource requirements and recommend the needs to the HOD Customer Care
Operations;
- Make
contribution to the budget requirements within the financial year;
- Review current
systems adequacy and ensure that there is periodic check of faulty
machines;
- Review all
processes & procedures/Service Level agreement & recommend changes
where applicable;
- Communicate
strategic objectives of the Premium/Core queue to the managers and CEAs
where applicable;
- Set SMART
objectives with focus on the assigned customer segment’s expectations for
the CEAs, Team Leaders and shift managers in liaison with the HoD Operations;
- Driving and
improve performance in the team;
- In liaison with
HR L&D ,identify staff training needs, Create development and training
plans to close any performance gaps identified;
- Create a work
environment that will drive the entrenchment of the Safaricom way Values
of Speed, simplicity & trust;
The
ideal candidate should possess the following skills & competencies:
- Degree in a
business discipline or Social Sciences.
- 7-8 years working
experience in a customer service environment of which 2 yrs must have been
in management or supervisory role.
- Excellent
knowledge of Safaricom products and services.
- Commercial
Awareness.
- Excellent
communication, influencing, negotiation and stakeholder management skills;
- Problem solving
and decision-making skills.
- Project
management experience with proven methodologies.
- Business
development and customer relationship management experience.
- Experience
serving as a customer advocate – able to understand and articulate the
needs of the client and deliver on those needs.
- Ability to
deliver world class services and high impact results.
- Ability to
facilitate and harness cross-team collaboration working with teams in
person and virtually.
- Enthusiastic,
personable and flexible.
Senior Manager – Customer Experience
Ref: CC_SM_JUNE_2013
Ref: CC_SM_JUNE_2013
We
are pleased to announce the following vacancy in the Customer Experience Department
within the Customer Care Division.
In
keeping with our current business needs, we are looking for a person who meets
the criteria indicated below:
Reporting
to the Head of Department, Customer Experience, the position holder will be
responsible for ensuring that customers have an experience consistent with
Safaricom’ S brand promise across all touch points within Customer Care
division.
This
will involve driving CDI and tracker performance for the call center,
evaluating service effectiveness against CDI performance, formulate &
execute quality assessments, performance management and drive the Reward and
staff motivation program within the division.
The job holder’s key responsibilities will be to:
The job holder’s key responsibilities will be to:
- Driving the
Customer obsession culture within the division;
- Driving
awareness sessions within CC to entrench Experience & CDI;
- Defining and
build sustained customer experience improvement initiatives, and follow
through on implementation as per agreed timeframes;
- Drive the
delivery of excellent quality of service by assessing the effectiveness of
the front line staff/Support staff and Team managers;
- Ensure accurate,
consistent, efficient and effective quality of service delivery through
evaluation of interactions across all customer service touch points;
- Design
guidelines and procedures for the quality evaluation and performance
management process;
- Participate in
the performance review process on KPIs with the Operations team;
- In consultation
with key stakeholders implement recognition initiatives to entrench
Experience within Customer Care;
- Driving and
improve performance in the team;
- In liaison with
HR L&D ,identify staff training needs, Create development and training
plans to close any performance gaps identified;
- Create a work
environment that will drive the entrenchment of the Safaricom way Values
of Speed, simplicity & trust;
The
ideal candidate should possess the following skills & competencies:
- Bachelor’s
Degree or equivalent.
- Work experience
of 7 - 8 years in Customer Care with 2 years managerial experience and 2
years within a quality management work area.
- Excellent
knowledge of Safaricom products and service and brand promise.
- Excellent
knowledge of Customer Care processes & procedures.
- Excellent
written and verbal communication skills (articulate) coupled with good
listening, presenting and critical reasoning skills.
- Proactive,
confident, energetic and able to work under pressure with a positive
attitude and use good organization skills
- Excellent
interpersonal skills.
- Good decision
making skills.
- Able to promote
a work environment that fosters creative thinking, innovation and rational
risk-taking.
- Demonstrate good
analytical skills.
- Has an
understanding of the QMS ISO 9001:2008 standards.
- Ability to lead
and develop a team through supporting, coaching and mentoring the team.
- Ability to work
with peers, partners and stakeholders at a senior level to positively
impact business performance.
- Very results
focused individual who has the ability to think analytically and
strategically.
- Good
understanding of multi-business functions and business processes.
- Influencing and
negotiation skills.
Senior Manager - Data & Enterprise Customers
Ref: CC_SMDEC_JUNE_2013
We
are pleased to announce the following vacancy within the Customer Care
Division.
In
keeping with our current business needs, we are looking for a person who meets
the criteria indicated below:
Reporting
to the Head of Department, Operations, the successful candidate will be
responsible for supporting the delivery of initiatives to provide world-class
customer services to mobile and fixed Data customers.
The
successful candidate will define customer service operations strategy to meet
the demands of customers within this segment. The position holder will also
oversee the social media and Chat services as key platforms used by Data
consumers.
Leading
a team of team leaders and customer care representatives, the successful
candidate will manage, implement and guide the team in giving feedback on
defined initiatives that support the Data usage strategy and customer retention
initiatives for the Enterprise customer to create lifelong customer
relationships.
The job holder’s key responsibilities will be to:
The job holder’s key responsibilities will be to:
- Work in
collaboration with Business partners for the Strategic Business Units to
define, design processes and procedures to ensure superior customer
service experience for Data and Enterprise customers;
- Align, drive and
support initiatives that stimulate data usage among data customers;
- Create
sustainable service experience for the Data and Enterprise customers;
- Identify
resource requirements and recommend the needs to the HOD Customer Care
Operations;
- Monitor and
ensure availability of resources as per approved budget;
- Make
contribution to the budget requirements within the financial year;
- Review all
processes & procedures/Service Level agreement & recommend changes
where applicable;
- Communicate
strategic objectives of the enterprise and data segments to the managers
and CCRs where applicable;
- Set SMART
objectives with focus on the data and Enterprise customer expectations for
the CCRs, Team Leaders in liaison with the HoD Operations;
- Track and
monitor set performance standards for the Data, Enterprise and social
media queues and develop actions plans to improve channel performance
where applicable and monitor action plan success;
- Driving and
improve performance in the team;
- In liaison with
HR L&D ,identify staff training needs, Create development and training
plans to close any performance gaps identified;
- Create a work
environment that will drive the entrenchment of the Safaricom way Values
of Speed, simplicity & trust;
The
ideal candidate should possess the following skills & competencies:
- Degree in a
business discipline or Social Sciences.
- 7-8 years
working experience in a customer service environment of which 2 yrs. must
have been in management or supervisory role.
- Growth within
the Data Skill set will be an added advantage having attained
certifications within this field (e.g. CCNA/CCNP/CISA/Wimax/).
- Excellent
knowledge of Safaricom products and services and Commercial Awareness.
- Excellent
communication, influencing, negotiation and stakeholder management skills.
- Outstanding
analytical capabilities, excellent problem solving and decision-making
skills.
- Project
management experience with proven methodologies.
- Business
development and customer relationship management experience.
- Experience
serving as a customer advocate – able to understand and articulate the
needs of the client and deliver on those needs.
- Ability to
deliver world class services and high impact results.
- Ability to
facilitate and harness cross-team collaboration working with teams in
person and virtually.
- Proactive,
organized and customer oriented person.
- Excellent
communication skills.
Manager - Retention & Loyalty Management
Ref: CC_MRLM_JUNE_2013
We
are pleased to announce the following vacancy in the Customer Care Division.
In
keeping with our current business needs; we are looking for a person who meets
the criteria indicated below:
Reporting to the Head of Department, Customer Experience, the position holder will be responsible for engaging stakeholders with Business Units to formulate & deliver on a Single Customer Retention Strategy, where Customer management will drive the Strategy Execution to ensure maximization of the lifetime value of customers
The job holder’s key responsibilities will be to:
- Align Customer
care retention initiatives to Safaricom Business Units while adopting best
standards and to the global company retention strategy;
- Liaise with SBUs
to Define, Implement and Co-ordinate a Call Centre retention program for
all customer segments;
- Develop loyalty
campaigns in consultation with SBUs and prepare business cases for all
proposed campaigns;
- Drive the build,
delivery and change method of having customers rate the service provided
to them based on defined measurements and industry standards using
available tools;
- Drive detailed
analytics of customer feedback results to create customer Retention
Actions plans around gaps in expectations. Proactively analyze customer
behavior in order to identify and address at-risk customers before they
defect;
- Drive
implementation of loyalty initiatives (product or services) to deliver
agreed retention plans and targets;
- Drive
engagements with stakeholders (Market Intelligence team) for various
studies and market intelligence for identification of customer satisfaction,
customer behavior towards churn, and customer response towards various
campaigns of retention/loyalty to identify the consumer needs;
- Oversee the
operation of the outbound unit in line with the Call Centre Retention
strategies;
- Manage effective
customer win-back mailing campaigns supported by online and telephony
contact;
- Drive Customer
Care Retention Projects as aligned to the Safaricom Retention strategy;
- Monitor the
improvements provide reports on the impact of the changes;
- Prepare,
implement & monitor OPEX forecasts to meet business requirement
Develop the customer retention budget and monitor expenditure;
- In line with
agreed KPI’s for loyalty programs, continuously plan, inform, and review
budget expenditure and ROI;
- Driving and
improve performance to the team;
- In liaison with
HR L&D ,identify staff training needs, Create development and training
plans to close any performance gaps identified;
- Create a work
environment that will drive the entrenchment of the Safaricom way Values
of Speed, simplicity & trust;
The
ideal candidate should possess the following skills & competencies:
- Bachelor's
degree in marketing or a statistical technical discipline.
- 6-7 years’
experience in a marketing, business analysis or customer management with
targeted work output to driving retention & product development and
also overseeing the development & implementation of loyalty programs
while managing a team of specialists.
- Has worked in a
fast-paced, dynamic environment and must have good problem solving skills;
- Proven ability
to engage with Leadership Teams to create buy in on retention &
loyalty initiatives.
- Project
Management capability
- Excellent
knowledge of Safaricom products and service and brand promise
- Excellent
knowledge of Customer Care processes & procedures
- Excellent
written and verbal communication skills (articulate) coupled with good
listening, presenting and critical reasoning skills.
- Proactive,
confident, energetic and able to work under pressure with a positive
attitude and use good organization skills
- Excellent
interpersonal skills.
- Good decision
making skills
- Able to promote
a work environment that fosters creative thinking, innovation and rational
risk-taking.
- Demonstrate good
analytical skills
- Has an
understanding of the QMS ISO 9001:2008 standards
- Good
understanding of multi-business functions and business processes;
- Influencing and
negotiation skills;
If
you feel that you are up to the challenge and posses the necessary
qualification and experience please send your resume and application letter
indicating your experience and why you are the most suitable candidate for the
role clearly quoting the job title to the address below.
The
deadline for application is Monday 17th June, 2013.
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
Via
E-mail to: hr@safaricom.co.ke