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12 Vacancies in a Call Center, Nairobi, Kenya

Our client a BPO-call center seeks to recruit the following positions;

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
·                     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
·                     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
·                     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
·                     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

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