Our
client a BPO-call center seeks to recruit the following positions;
Position: Fraud and compliance officer
Position: Fraud and compliance officer
Location: Nairobi
Duties and Required Skills- Financial
services (either have worked with telcom i.e. managing money transaction
fraud and compliance auditing or in bank sector - 2-3 years’ experience
mandatory
- Must
have led quality team in this role
- Any
call center experience advantageous in this area
- Must
have experience in looking at transactions and monitoring for fraud
- Must
have process and compliance auditing experience
- Must
have operations knowledge of call centers
- Must
have Quality management experience in observation and knowledge of telcom
products and customer service
Position: Fraud and compliance quality auditors
Location: Nairobi
No.
of Positions: 2
Duties
and Required Skills
- Financial
services (either have worked with telco i.e. managing money transaction
fraud and compliance auditing or in bank sector (2-3 years’ experience
mandatory)
- Any
call center experience advantageous in this area
- Must
have experience in looking at transactions and monitoring for fraud
- Must
have process and compliance auditing experience
- Must
have operations knowledge of call centers
- Must
have Quality management experience in observation and knowledge of telco
products and customer service
Position: Project Manager
Location: Nairobi
No
of positions: 2
Duties and Required Skills
Duties and Required Skills
- Must
have either telco background or manufacturing (tough fast paced
environment with high risk and stress management) -
- Must
have minimum 3-4 years’ experience in role and must be above age of 30+
- Must
have project management education
- Must
have worked and managed large projects and worked with clients and
internal stakeholders and run and managed project life cycles end to end
- Must
have good IT knowledge
- Must
have expect project management tools background
- If they
have managed IT software development projects this is also open to
consideration
Position: Operations - Customer Service Managers
Location: Nairobi
No.
of Positions: 3
Duties and Required Skills
Duties and Required Skills
- Must
have either telcom background or manufacturing (tough fast paced
environment with high risk and stress management) -
- Must
have minimum 3-4 years’ experience in role and must be above age of 30+
- Must
have management or MBA or project management education
- Must
have worked and managed large teams and worked with clients and internal
stakeholders and run and managed operations teams and service functions
- Must
have standard operating procedure setup and process experience and
execution proven skills
- Must
have had experience in handling complex service environments with
multichannel contact touch points
- Call
center experience extremely advantageous and required
- Must
have good IT knowledge and excellent people skills having worked with
staff at various age groups
- Must be
flexible and dynamic and a change leader and have managed change projects
in operations Project management experience (general)
- International
experience advantageous
- Must be
willing to travel from time to time
- Must be
extremely attentive to detail
- Have
experience to do analysis of performance and stats of staff, business and
P&L
- Must be
able to performance manage employees, motivate and lead teams of team
leaders and supervisors and integrated operations teams
Positions: Operations - Reporting and analysis
Location: Nairobi
No.
of Positions: 2
Duties and Required Skills
Duties and Required Skills
- Must
have 3-4 years extensive analysis experience
- Must
have strong excel reporting skills
- Must
have worked in financial services or manufacturing or telcom or IT
- Must
have experience in doing reporting up to senior management level and
executive reports
- Must
have database experience
- Must be
able to write macros in excel
- Must
have technology or statistics education
- Must be
above age of 27
- Must
have vast experience in reporting on business performance of key kpis,
staff, process, and service performance metrics and generated from our
systems and converted into standard excel reports and done trend reporting
over time etc.
Position: Operations - Workforce - Resource
Planning Analyst
Location: Nairobi
No.
of positions: 2
Duties and Required Skills
Duties and Required Skills
- Must
have 3-4 years extensive experience
- Must
have strong excel reporting skills
- Must
have worked in environment where scheduling staff are planned against
demand workloads
- Must
have workforce planning experience in large staffing environments
- Must
have experience in planning and managing real-time trend changes and
optimization of schedules and demands
- Must
have experience in planning more than 500 employee demand schedules and
multisite operations
- Must
have scheduled against demands, off days, leaves, training, demand and
cost management
- Must
have worked in diverse fast moving and dynamic changing environment
- Must
have led teams and managed as an interface person to operations and
provided direction to support business needs
- Must
have been part of reporting up to management level and executives to
present planning and forecasting schedules
- Must
have experience in working with workforce management systems and IT
systems in call center
- Must
have database experience
- Must
have technology or statistics education
- Must be
above age of 29
- Must
have vast experience in reporting on business performance of key kpis,
staff, process, and service performance metrics and
- Generated
from our systems and converted into standard excel reports and done trend
reporting over time etc.
Qualified
candidates should send their application letters and CV’s quoting relevant
skills and experience to info@royalagencies.co.ke