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Jobs and Vacancies in a Call Center in Nairobi, Kenya

Job Vacancy: Operations Manager – Call Center

Industry: BPO Outsourcing
Location: Nairobi
Number of positions: 2
Salary: 250K – 350K gross
Our client is East and Central Africa’s largest outsourcing contact center. As pioneers in the BPO industry in the region, they have a workforce of 750 employees, 600 who work as call centre agents.
As a contact center, they facilitate and manage client companies contacts and customer interaction through a variety of mediums – telephone, fax, email, online chat. Moreover, the company serves the global market across 13 countries in 3 continents.
Objectives of the role
·         Responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience.
·         The roles place tactical emphasis on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. The role is commitment to excellence demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
Responsibilities
·         Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
·         Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
·         Ensure provision of high quality services including improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
·         Responsible for development and administration of annual department budget, correcting overspending, analyzing cost variance and scheduling expenses.
to attain business goals with operational stability.
·         Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
·         Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
·         Establish a high standard for productivity, quality, customer service as well as define use.
·         Develop company systems for customer interaction and voice response and control the implementation process.
·         Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
·         Summarize, collect and analyze call center trends and data for regular performance reports.
·         Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
·         Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Knowledge, Skills, & Experience Requirements
·         Bachelor of Science degree or higher preferred,
·         Minimum 5 years of Call Center/Contact Center management experience,
·         Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
·         Exceptional ability to develop and manage results-oriented recruiting and training programs,
·         Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
·         Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
·         Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
·         Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred),
·         Occasional travel to clients or trade show required.


Job Vacancy: 
Workforce Planning Manager
Industry: BPO Outsourcing
Location: Nairobi
Number of positions: 3
Salary: 200K – 300K gross
Our client is East and Central Africa’s largest outsourcing contact center. As pioneers in the BPO industry in the region, they have a workforce of 750 employees, 600 who work as call centre agents.
As a contact center, they facilitate and manage client companies contacts and customer interaction through a variety of mediums – telephone, fax, email, online chat. Moreover, the company serves the global market across 13 countries in 3 continents.
Objectives of the role: To work with the Workforce Planning Team to deliver all agreed regular and ad-hoc business goals, to develop strategies, deliver business objectives, manage risk and reporting.
Also, he/she will work with other department heads to create an interactive communication system that promotes openness, improves productivity and minimizes workplace conflicts.
Responsibilities
·         Setting objectives, developing new workforce policies to transform the workplace and revising roles and responsibilities can foster greater workforce productivity
·         Work closely with Site HR Lead and call center managers to business planning by developing effective workforce strategies.
·         Lead on Workforce Planning & Information, ensuring the production of robust workforce delivery plans based on capacity planning and service developments.
ensures staff optimization, sets goals and objectives, maintains employee records and facilitates effective communication among workers.
·         Analyze workforce activity and performance data in order to identify trends, review against set tolerances and understand validity and reliability issues.
·         To provide expert advice and guidance on complex workforce information issues across workforce teams.
·         To develop information reporting and recording systems in areas such as, verification of registration and pre-employment checks to assist Line Managers with monitoring requirements and enable a pro-active approach to be taken.
·         Provide analytical support to workforce planning processes and undertake highly complex analyses and presentation of quantitative and qualitative findings, assumptions, recommendations from a range of data.
·         Monitors real-time, daily, and monthly reports for adherence to scheduling and service level parameters.
·         Monitors the effectiveness and efficiency of the scheduling staff in aligning company-wide processes and procedures to achieve call center goals/metrics.
·         Facilitates and develop the capacity – planning model.
·         Manage forecasting and scheduling application maintenance and release management.
·         Builds long-term staffing schedules; develops and administers shift-bid processes and creates short-term schedules that are aligned with long-term plans to optimize the fit between employee needs and resources (e.g., vacation, training, school hours).
·         Ensure governance protocols are adhered to for HR data and system access
Requirements – Knowledge, skills and abilities
·         Bachelor’s degree or equivalent experience.
·         Minimum of 7 years’ work experience in call center workforce management or related field.

·         The candidate should be determined, perseverance, creativity, self-driven, strategic in thinking and a good planner. Knowledgeable in performance evaluation and customer service metrics.
·         Knowledge of at least one major workforce management software application such as IEX, Aspect, Witness (Witness Forecasting & Scheduling preferred)
·         Use effective methodologies, processes, tools and techniques to provide required level of output Excellent oral and written communication skills.
·         Able to utilise various data sources to provide reports and intelligence for decision making
·         Strong knowledge of office equipment and computer software, including programs such as Word, Excel, PowerPoint, Access, etc.


Job Vacancy: Workforce Planner
Industry: BPO Outsourcing
Location: Nairobi
Number of positions: 2
Salary: 100K – 140K gross
Our client is East and Central Africa’s largest outsourcing contact center. As pioneers in the BPO industry in the region, they have a workforce of 750 employees, 600 who work as call centre agents.
As a contact center, they facilitate and manage client companies contacts and customer interaction through a variety of mediums – telephone, fax, email, online chat. Moreover, the company serves the global market across 13 countries in 3 continents.
Objectives of the role: Candidate will serve as a workforce planner in a Contact Center environment responsible for all WFM tasks within the Fulfillment department. Key responsibilities will include attendance and scheduling functions, as well as preparation of monthly payroll.
Responsibilities
·         Prepares intraday reports on staff attendance.
·         Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
·         Manages changes to scheduling to ensure adequate daily resource coverage.
·         Communicate with management and operations team to ensure compliance with company standards.
·         Maintain running report of attendance incidents.
·         Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
·         Analyze PTO submissions and approve/deny based on their effect on operations.
·         Monitor attendance and schedule adherence.
·         Processes schedule trade requests for posted schedules
·         Processes management requests for modifications of scheduling events (meetings/training, etc.).
·         Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
·         Provides analytical support for special projects.
·         Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.
·         Communicates and works with staff members, management, Human Resources, and Accounting.
·         Performs any other related duties as required or assigned.
Requirements – Knowledge, skills and abilities
·         Holder of a degree in a business related course.
·         Should have a minimum of 7 years of experience in a similar role in a contact center with a huge number of agents. At least between the age of 30 – 40 years.
·         Experience with Workforce Management software (scheduling, performance tracking, reporting)
·         Demonstrated strong analytical skills, with emphasis on forecasting and willingness to learn new software applications.
·         The candidate should be determined, perseverance, creativity, self-driven, strategic in thinking and a good planner. Knowledgeable in performance evaluation and customer service metrics.
·         Skills in complex problem solving, judgment, critical thinking and decision making.
·         Ability to be highly organized with an emphasis on accuracy and timeliness.
·         Ability to organize information and have attention to detail and accurately follow procedures.
·         Ability to effectively communicate orally and in writing with co-workers, management team, other Departments, vendors, and outside agencies, including being sensitive to professional ethics.
How to Apply
If you would like to be considered for the opportunity, please share your CV containing and e-mail address, telephone contacts, qualifications, experience and contacts of three referees to email: Beth.Mwaniki@humantalentrecruit.com by COB Monday 22nd April 2018.
Kindly quote the job title as the subject line.
N.B – Only successful candidates will be contacted.

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