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Career Opportunities in a Call Center in Nairobi, Kenya

Workforce Analyst
This position is an external and internal facing role responsible for the forecasting and reporting of staffing impacts that lead to missed SLA. 

This position forecasts and reports on call volume demand and directs the scheduling of sufficient staff and training for appropriate skills based routing based on historical and anticipated volume across all clients including long-term, medium term, and short term forecasting and scheduling adjustments. 

Directs the design of automated metric score cards, develops policies that impact work force positively and works with Performance Management to ensure the communication and enforcement of these policies. 

Analyzes real time and historical contact center performance and identify opportunities to improve performance. Identifies and manages the communication of real time volume drivers and system outages that impact performance.

Duties and Responsibilities:
  • Responsible for monitoring and reporting real time behaviors using adherence software and ACD real time displays
  • Monitor key call center performance metrics such as service level, ASA, occupancy, adherence, handle time, etc.
  • Provide real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign for quick problem solving and to maintain call traffic flow.
  • Required to change multiple agent skills with quickness and precision to manage daily workflow, including new hire set up, and reporting updates
  • Monitor same day and/or short term non-phone related tasks to distribute and manage workload
  • Monitor timely retrieve and accurately report all calls handled under duty phone management process. Updating schedules to reflect change in staffing and reporting of attendance to operations
  • Updates schedules to ensure WFM system is able to provide statistical staffing requirements based upon current staffing availability.
  • Assist in completing and developing reports and/or processes that increase the ability of the call center to effectively and accurately plan acceptable performance results
  • Provide informational updates regarding recent, current, and future state of the business
  • Provide timely status updates on related projects and initiatives
  • Monitors and reacts to fluctuations in call volume as they occur in order to restore service levels as quickly as possible.
  • Schedules activities around forecasted call patterns.
  • Schedules off-phone activities when call volume projections are down.
  • Updates schedules to account for breaks, paid time off, tardiness, etc
Skills Required
  • Minimum of 6 months of call center experience, prior Workforce experience preferred
  • Excellent analytical and problem solving skills
  • Excellent verbal and written communication skills
  • Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis
  • Must be able to work in a fast paced environment handling multiple activities simultaneously
  • Must be self motivated, able to work independently and as a team member
  • Ability to exercise judgment and make sound decisions under pressure
  • Ability to easily communicate with agents and all levels of management
  • Experience with workforce management products (IEX, etc.) Proficient with MS Office – specifically MS Excel
  • Excellent prioritizing, planning and organization skills
  • Understanding of basic call center metrics, processes, and practices.
  • Ability to handle multiple projects and tasks simultaneously
  • Ability to work with others to resolve problems, handle requests or situations
  • Strong relationship building skills
  • Ability to adapt and openly accept change
  • Takes accountability for decisions and actions
  • Takes an active role in personal growth and development
  • Ability to handle sensitive information with the strictest of confidentiality
  • Ability to work a flexible schedule including evening and weekends as business needs demand

Service Delivery Manager
Job Summary: The person will be responsible for the operations focus on team and process management. 

Managing the team’s performance and productivity, building and maintaining clients’ relationship by focusing on operational management that will facilitate growing the account
Duties and Responsibilities
  • Manage contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables for each account.
  • Undertakes daily reviews of operational and quality management processes to identify gaps and areas of improvement.
  • Carries out weekly reviews with the various Operations staff to ensure is fully aware of any challenges that are being encountered in meeting the SLAs and tracks performance of each Account.
  • Designs and/or recommends appropriate process improvements for operations and quality management for each account.
  • Oversees the implementation of these improvements and undertakes regular evaluation of these improvements to assess improvement in operational effectiveness and efficiency.
  • Critically analyses each account’s performance to interpret and identify trends; identify areas of improvement and value add services.
  • Prepares and presents consolidated monthly operational performance reports and recommends action plans for value add services to increase revenue streams.
  • Works closely with the operations and quality team to proactively suggest areas of improvement, and areas of possible increase in revenue streams for each account.
  • Prepares and presents quarterly strategic reports for each account for internal and client decision making purposes.
  • Responsible for strategic communication with the clients on Service Delivery and Customer Satisfaction.
  • Undertakes regular client VOC to calibrate client expectations viz-a-viz Service Delivery.
Experience and skills
  • Minimum of 5 years of management experience in financial services, Data or telecommunications industry managing large teams of not less than 50.
  • A Bachelor’s degree.
  • Proficient in MS Office Suite and data analysis tools.
  • General understanding of ICT
  • Experience in leading initiatives and business strategies internally to improve day to day operations
  • Captive or contact center experience advantageous.
  • Proven experience in process improvement and quality management.
  • Demonstrated experience in handling multiple clients and managing expectations of all stakeholders.
  • Excellent communication and presentation skills.
  • Exceptional customer service skills are mandatory.
  • Demonstrated ability to meet set performance targets, proven documented track record (advantage if within a call centre environment).
  • Excellent coaching and feedback skills.
  • Demonstrated cost awareness & business savvy.
  • Experience in project management will have an added advantage.
Key competencies and attributes:
  • Target and Results driven
  • Excellent leadership skills
  • Strong interpersonal skills
  • Decision-making skills
  • Independent thinking
  • Excellent verbal and written communication skills
  • Exceptional reporting and presentation skills
  • Good conceptual reasoning & solution driven attitude
  • Stress tolerant and resilient
  • Self-motivated & Initiative
  • Ability to assimilate new information quickly
  • Flexible and adaptable
  • Team player
  • Proven conflict management skills
  • Reliable and committed
  • Good negotiation skills

Senior Training and Quality Supervisor
Job Summary:
 The Training & QA Team will empower our employees to deliver exceptional service on a daily basis. 

We do this by creating, managing, and training the great Call culture across the organization aligned for all of our business partners. 

The team will be responsible for ongoing call monitoring and analysis, which helps us find opportunities to improve our training performance. 

Our ongoing support, coaching and development offers empowerment that leads to job satisfaction, a team orientation and greater pride in our organization

Duties and Responsibilities:
  • Preparing training reports
  • Delivering training along the business both in entry and management level
  • Managing a team of SMEs and junior associates
  • Implementing standard operating procedures
  • Leading and managing initiatives
  • Creating training content
  • Presenting and working with clients and senior stakeholders
Qualifications and Skills:
  • Educational background in Psychology, Public Relations or any other related course
  • Excellent in language skills
  • Mandatory customer experience in a tulcor background, BPO experience is a plus (Call center experience)
  • Must have had past interaction with senior stakeholders
  • Experience in content writing is a pre- requisite
  • Must possess 5 years training experience
  • Must have a background in recruitment
  • Experience working in a quality or compliance environment
  • Background in tulcor or electronics environment is an added advantage
Personal Attributes:
  • Ability to develop, coach and mentor others
  • Effective verbal and written communication skills
  • Ability to manage and measure workloads and motivate others
  • Customer focused
  • Ability to set priorities and stay focused
  • Ability to see big picture and think globally
  • Ability to manage process
  • Problem solving skills

Reporting Analyst
Position Summary: The reporting analyst will ensure that all defined business reports are sent out in a timely manner.
Duties and Responsibilities:
  • Ensure Timely preparation of daily, weekly, monthly, quarterly and yearly client reports across all lines of business
  • Design of new report templates as requested by managers
  • Perform Ad-Hoc statistical compilation and reporting as requested within the required timeframe
  • Coordinate and educate team members on new reporting standards
  • Lead efforts to improve service level within the organization by providing explanations and necessary directions to team.
  • Analyze data and develop written management reports
  • Develop and implement of new data collection, data validation and data quality operating procedures
  • Design and development of databases in line with the business’ best practices
  • Assist in automation of company reports across the business
  • Ensure accurate, complete and secure storage of data in company databases
  • Collate, consolidate, validate and maintain a consistent storage of data captured in trackers across the company
  • Validation of forecast as requested by the management on a timely basis
Qualifications and Experience:
  • Management reporting experience
  • Experience in dynamic database design and maintenance
  • Experience in statistical software packages such as SPSS, SAS, R etc
  • Experience in data manipulation techniques such as data exploration, cleaning and importation
  • Strong reporting, Excel, SQL, and database background required
  • Experience with ecommerce, Web Analytics, and/or Call Center Operations is a plus
Knowledge and Skills:
  • Analytical mindset
  • Must be good in figures.
  • Excellent IT skills
  • Integrity
  • Attention to details
  • Good Communication skills
  • Problem solving skills
  • Report writing skills
  • Proficient in Excel
  • Proficient in database skills
  • Ability to prioritize and organize effectively
  • Ability to manage mutiple projects
  • Ability to use personal computer and software applications such as Microsoft Office Suite, Visio, etc.
  • Ability to analyze key performance indicators/metrics

Position: Account Supervisor
Reporting to: Service Delivery Manager
Supervises: Team Leaders
Position Summary: The account supervisor is responsible of evaluating, monitoring and developing overall Team Leader’s and Agents’ performance and ensuring the efficient daytoday running of account operations. 

The Supervisor will also be responsible for coordinating the day to day Operational activities within the contact center.

Duties and Responsibilities:
  • Plan, monitor and evaluate the teams’ daily performance and where applicable, take corrective action to ensuring the teams meet daily key contact center performance goals for customer satisfaction, quality, productivity and key performance metrics.
  • Review productivity and attendance reports, and coach Team Leaders to improve performance.
  • Conduct formal Team Leader weekly performance reviews, including performance development plan and assist agents with career development.
  • Monitor real time account performance to ensure Service Level and other KPIs are met.
  • Ensure that HCC client’s questions and problems are resolved properly and quickly and address client requirements that require escalate appropriately.
  • Manage all client communication and requests in the absence of the Service Delivery Manager.
  • Participate in the development and implementation of Operational processes and procedures.
  • Analyze, Report and resolve system, client and operational issues that impact service delivery.
  • Improve Quality results by recommending changes.
  • Carry out weekly inspections of the following:
  1. Agent Folders
  2. WPR Sessions
  3. Agent Coaching Sessions
  4. One on one coaching and WPR sessions
  • Help in execution of directives on areas of development while working closely with the Service Delivery Manager, Quality and Training Manager & WFM.
  • Maintain open lines of communication with agents, peers, trainers, Business Leaders, HODs & Quality Analysts.
  • Compile and prepare daily, weekly and monthly agents stack ranking & 4‐Blocker reports as well as account reports in a timely manner and in accordance with approved reporting standards.
  • Provide regular feedback to the Operations, WFM & Quality assurance departments on areas that can improve productivity, quality and customer experience.
  • Keep informed of all new products and services and ensure that agents are properly trained to handle questions about any of them.
  • Participate in the Interviewing and hiring of prospective Team Leaders and other Operations staff.
  • Assist in administering team attendance records, vacation planning, staffing schedules and forecasts.
  • Attend daily HCC Operations meetings and participate in Weekly client performance review sessions.
  • Manage Team Leader Schedules in liaison with WFM
  • Cover floor operations in the absence of the Team Leader
Education and Experience:
  • A Bachelor’s degree
  • Fluent in the English Language (neutral and clear accent)
  • Previous Experience in a call center will provide an added advantage
  • Good knowledge of Kiswahili (where applicable)
  • Refer to career progression chart for experience
  • Proficient in MS Office Suite – MS Word, MS PowerPoint, MS Excel, MS Outlook and Internet Explorer.
  • Good understanding of Performance Management Programme
  • Previous experience in leading teams
Key competencies and attributes:
  • Demonstrated exceptional Customer Service Skills
  • Strive to provide all customers with an outstanding customer experience.
  • Comprehensive knowledge of service line Key Performance Indicators.
  • Attention to detail, good numerical skills and exceptional listening skills.
  • Excellent reporting and presentation Skills
  • Excellent Coaching and leadership Skills
  • Ability to maintain confidentiality of information
  • Excellent interpersonal and communication skills
  • Excellent organizational skills
  • Ability to work in a strict deadline driven environment
  • Maintains healthy team dynamics through well developed conflict management skills
  • Recognises and acknowledges team and individual performance

Qualified and interested candidates to send in their resumes to clearly indicating the position on the subject line by Friday, 18th September 2015

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