Manager -
Inbound Call Centre
Business
Unit / Function: Operations
Department:
Customer Service Delivery
Report
to: Head -
Contract Experience
Location: Nairobi Kenya
Job Purpose: Sheer Logic Management Consultants is seeking to recruit a Manager - Inbound Call Centre on behalf of our client, a leading Telecommunications Service Provider in Kenya
Job Purpose: Sheer Logic Management Consultants is seeking to recruit a Manager - Inbound Call Centre on behalf of our client, a leading Telecommunications Service Provider in Kenya
- Delivery
of business KPIs like Financials, Customer Experience, Strategic Projects,
Revenue Generation through up sell and process compliance;
- Plan
and strategize Customer Interface Service Delivery mechanism including
financials, which delights end customer and thus achieving organization
vision of “loved by more customers”;
- Mapping
customer experience requirements Vs capabilities, on Mobile Money, Value
Added Services, Voice, Social Media, Data & 3G domain; and
- Draft
strategic policies and experience oriented programs, execution of the
programs and centrally manage day to day Customer Experience operations.
Key
Result Areas
Strategic Partner management
Strategic Partner management
- Develop
Critical Analysis Process for matching E1 with Call Traffic, congestion
free call centres access;
- Establish
coordination process with Technical & IT Teams; and
- Monitor
and communicate with Outsourced Call Centers on Traffic Flow and Impact
analysis shift management at partner location.
Driving
quality standards for client’s customer base
- Customer
Satisfaction Audit scores;
- Customer
Satisfaction Index Improvement;
- Develop
dashboard for reporting for all customer touch point;
- Management
of Day to Day Operation and Business Strategy for all countries ( Inbound,
Social Media & Outbound Operations );
- Monitors
performance, highlight gaps and provide direction to circle / partner
teams on day to day basis;
- Execute
relevant KPIs for Customer Experience, which can reflect true customer
experience and then tracking them;
- Reduction
in repeat calls and calls;
- Manage
execution of strategy and business of; Post Paid, High end, A.M &
Social Media, penetration of social media, Data & 3G, Voice &
Value Added Services, self-care complaint Management of each of the above
and business analytics. Core deliverable includes management of Operations
and Business KPIs like Financial, Customer experience, People and
strategic projects;
- Establish
Call Process Dashboards;
- Develop
Call Process Failures Identification indices;
- Analyze
Call Centre Statistics with focus on Average Handling Time and hold Time
per team as well as Call Centre Agent and Supervisors availability to
understand any possible impact on Call management;
- Timely
resolution to all customer complaints and requests;
- Institute
process that highlights top critical unresolved complaints and requests;
- Coordinate
with Query Resolution & Complaint Unit and all Process Owners to
conduct root cause analysis for identified unresolved queries; and
- Work
with stakeholders to conduct process impact and reviews.
Employee
Engagement
- Developing
employees in teams sitting in Customer Experience team to enhance skills
and quality of life through operational comfort and people management;
- Develop
and motivate team members through structured on-the job coaching;
- Recommend
appropriate rewards and recognition;
- Establish
performance expectations and regularly review of team and individual
performance; and
- Conduct
town hall meetings with the different teams to provide avenue for staff to
express role perspectives and impact on their job delivery, as well as an
opportunity to align staff expectations with business expectations.
Forecasting
- Correct
forecasting to plan and inform at partners end to Maintain SLA’s.
Drive
optimization of the Call Centre
- Provide
inputs & track business AOP plus budget;
- Review
and control of cost for the vertical against AOP, generate Up-sell
revenues targets; and
- Control
calls per customer and provide analysis to Marketing & Credit Control
for reducing total calls at the Call Centre.
Congestion
Free Access to Customers to the Call Centres
- Ensuring
process compliance and standardization;
- Carrying
out business reviews with partner and enable them deliver performance as
envisioned by the organization;
- The
performance is managed in terms of quality handling of > 1 million transactions;
and
- Driving
performance through strategic partners spread over multiple sites.
Job
Specification
Educational Qualifications & Functional / Technical Skills
Educational Qualifications & Functional / Technical Skills
- Bsc/BA
in any discipline.
- Professional
qualifications in Customer Service and Quality is desirable.
Relevant
Experience (Type of experience and minimum number of years)
- 6-8
years’ experience in service industry with at least 2 years as operations
manager of any voice call center.
Behavioral
Competencies
- Working
knowledge of Quality Management Systems including, Lean, Six Sigma,
Continuous Improvement programs, and ISO 900;
- Customer
Relationship Management Skills;
- Strong
communication & Negotiation Skills;
- Strong
Interpersonal Skills & People Centric;
- Strong
Stakeholder Management skills;
- Project
Management Skills & Time Management;
- Analytical
Skills; and
- Good
operating comfort on Microsoft office.
How to
Apply
Applications quoting the position title with detailed CV (Word Format), with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) and should be submitted to sheerlogictalentsourcing1@gmail.com on or before 24th May 2016.
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Manager-Inbound Call Centre”