StarTimes Media (K) Co. Ltd seeks to
appoint a suitably qualified and dynamic professional to assume the role of Call Center Assistant Manager.
Department: Operations
Reports To: Call Center Manager
Job Objective:
The Assistant Manager Call Center
(also called a Contact Center) is responsible for:
- Offering assistance to the Manager in the
daily running and management of the center through the effective use of
resources.
- Meeting, and possibly setting, customer
service targets as well as planning areas of improvement or development.
The assistant manager ensures that calls and emails are answered by staff
within agreed time scales and in an appropriate manner.
- Mentoring Coaching evaluating coordinate and
motivate call center staff and may manage staff recruitment.
Duties and Responsibilities:
- Assist the Manager in the day to day running
of the Call Center.
- To oversee the optimal performance of the Call
Center.
- Maintains constant communication of floor
needs, wants, concerns and plans.
- Forecasts Manpower planning based on
inbound/outbound call volume
- Create and implement strategies to decrease
errors in quality control and train for future effectiveness.
- Work with all individual on daily basis to
optimize campaign targets by adjusting and ensuring proper utilization of
manpower and technology.
- Track against projected forecast.
- Monitor employee attendance and shift changes.
- Coordinate all floor supervisors
Skills and Competencies:
- Interpersonal Effectiveness: Understands
oneself, effectively manages emotions, listens and communicates with
respect, and builds trusting relationships.
- Leads Positively: Leads by example to
cultivate a climate of motivation, positive energy and meaning in work.
Assesses, selects, recognizes, develops, and empowers diverse talent.
- Accountability: Meets established expectations
and takes responsibility for achieving results; encourages others to do
the same.
Education / Experience:
- Bachelor’s degree in a relevant field from an
accredited University/College required.
- At least 7 years’ experience in an busy
call/contact center environment at Supervisory or Managerial level
- One year of operational experience in a call
center
- Ability to provide effective leadership to a
large team
- Ability to train and mentor individuals and/or
a group
- Ability to interact at a high level with
clients and internal leadership
- Ability to manage and provide feedback to all
types of individuals
- Ability to adapt to an ever-changing
environment
- Ability to create training documents
Qualified candidates should send
their application letters and CV’s quoting relevant skills and experience to
jobs@startimes.co.ke
Interviews will be done on a rolling basis until the position is filled.
Interviews will be done on a rolling basis until the position is filled.
Only shortlisted candidates will be
contacted.