Business
Desk Support Supervisor
Duties
and Responsibilities
- All
Technical and Service Support escalations from all service touch points
(Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy
team, Service Desk etc.)
- Manage
and resolve RD, GM, Regulatory / Consumer bodies and internal staff
escalations
- Provide
hands-on support and guidance to staff to ensure they deliver the required
customer experience, quality of service and personal targets
- Conduct
coaching and training for top reasons for escalations
- Communicate,
monitor and maintain performance standards
- Identify
areas for development to ensure continuous improvement
- Resolve
escalated customer queries and complaints and provide feedback to
customers and matters resolved.
- Identify
opportunities to improve and expand product and service offerings based on
the voice of the customer
- Contribute
and identify areas for improvement and enforcement of processes and
procedures;
- Identify,
accumulate and analyse statistics that reflect on your teams performance
- Continuously
assess the technical competence of your team and take steps to develop
their knowledge and skills for effective service delivery
- Identify
trends from subscriber escalations
- Escalate
issues to relevant departments
- Compile
reports
- Manage
relationships with key support functions - corporate
- Work
closely with other departments on joint projects, such as IT, Operations
and Sales/Marketing
- Provide
input in testing feedback sessions
- Knowledge
of Clarity and core Clarity pillars - ICC, SAP & CRM
Qualifications
- Minimum
first degree or diploma in social sciences or a business related field
- An
additional focused Call Centre qualification and/or Diploma in Customer
Services Management will be an added advantage
- 5
years of working experience at the Call Centre or in the Service Industry
with some supervisory level experience
- Experience
at technology oriented service firms; Mobile telephony, BPO call centres,
etc. will be an added advantage
- Knowledge
of ticketing system(s) will be an added advantage
- Excellent
interpersonal skills
- Ability
to motivate to produce results
- Excellent
oral and written communication skills
- Dependability
- Multi-tasking
Knowledge
- Product
and service knowledge
- Business
processes
- Team
management
- Performance
management
- Call
Centre Industry knowledge
- MultiChoice
Africa Business Understanding an added advantage
- Market
and customer knowledge
- Billing
understanding
- Agencies
call centre exposure
- Geographical
Knowledge of Africa
- Distribution
Processes
- Agency
Operational Understanding
- Technical
Knowledge (KU Band, SeSat, W4, C-Band)
Personal
Qualities
- Initiative
- Drive
- Withstanding
Pressure
- Assertiveness
- Cultural
Sensitivity
- Approachability
- Time
Flexibility
- Empathy
- Service
Orientation
- Resilience
- Leadership
(Firm, Authoritative)
- Self-insight
/ Awareness
- Good
Judgement
- Initiative
- Achievement
orientated
- Self
confidence
- Perseverance
- Integrity
How to
Apply:
Applicants can send their CV and state the position applied for in their
subject of the email to us via email 2016careerskenya@gmail.com before 10th
July 2016.