We are looking to fill the following
positions:
Fraud and Compliance Officer (1 Post)
- Financial services (either have worked with telco
i.e. managing money transaction fraud and compliance auditing or in bank
sector - 2-3 years exp mandatory
- Must have led quality team in this role
- Any call center experience advantageous in
this area
- Must have experience in looking at
transactions and monitoring for fraud
- Must have process and compliance auditing
experience
- Must have operations knowledge of call centers
- Must have Quality management experience in
observation and knowledge of telco products and customer service
Fraud and Compliance Quality Auditors (2 Posts)
- Financial services (either have worked with
telco i.e. managing money transaction fraud and compliance auditing or in
bank sector (2-3 years exp mandatory)
- Any call center experience advantageous in
this area
- Must have experience in looking at
transactions and monitoring for fraud
- Must have process and compliance auditing
experience
- Must have operations knowledge of call centers
- Must have Quality management experience in
observation and knowledge of telco products and customer service
Project Manager (2 Posts)
- Must have either telco background or
manufacturing (tough fast paced environment with high risk and stress
management) -
- Must have minimum 3-4 years experience in role
and must be above age of 30+
- Must have project management education
- Must have worked and managed large projects
and worked with clients and internal stakeholders and run and managed
project life cycles end to end
- Must have good IT knowledge
- Must have expect project management tools
background
- If they have managed IT software development
projects this is also open to consideration
Operations - Customer Service Managers (3 Posts)
- Must have either telco background or
manufacturing (tough fast paced environment with high risk and stress
management) -
- Must have minimum 3-4 years experience in role
and must be above age of 30+
- Must have management or MBA or project
management education
- Must have worked and managed large teams and
worked with clients and internal stakeholders and run and managed
operations teams and service functions
- Must have standard operating procedure setup
and process experience and execution proven skills
- Must have had experience in handling complex
service environments with multichannel contact touch points
- Call center experience extremely advantageous and
required
- Must have good IT knowledge and excellent
people skills having worked with staff at various age groups
- Must be flexible and dynamic and a change
leader and have managed change projects in operations
- Project management experience (general)
- International experience advantageous
- Must be willing to travel from time to time
- Must be extremely attentive to detail
- Have experience to do analysis of performance
and stats of staff, business and P&L
- Must be able to performance manage employees,
motivate and lead teams of team leaders and supervisors and integrated
operations teams
Operations - Reporting and Analysis (2 Posts)
- Must have 3-4 years extensive analysis
experience
- Must have strong excel reporting skills
- Must have worked in financial services or manufacturing
or telco or IT
- Must have experience in doing reporting up to
senior management level and executive reports
- Must have database experience
- Must be able to write macros in excel
- Must have technology or statistics education
- Must be above age of 27
- Must have vast experience in reporting on
business performance of key kpis, staff, process, and service performance
metrics and generated from our systems and converted into standard excel
reports and done trend reporting over time etc.
Operations - Workforce - Resource
Planning Analyst (2 Posts)
- Must have 3-4 years extensive experience
- Must have strong excel reporting skills
- Must have worked in environment where
scheduling staff are planned against demand workloads
- Must have workforce planning experience in
large staffing environments
- Must have experience in planning and managing
real-time trend changes and optimization of schedules and demands
- Must have experience in planning more than 500
employee demand schedules and multisite operations
- Must have scheduled against demands, off days,
leaves, training, demand and cost management
- Must have worked in diverse fast moving and
dynamic changing environment
- Must have led teams and managed as an
interface person to operations and provided direction to support business
needs
- Must have been part of reporting up to
management level and executives to present planning and forecasting
schedules
- Must have experience in working with workforce
management systems and IT systems in call center
- Must have database experience
- Must have technology or statistics education
- Must be above the age of 29
- Must have vast experience in reporting on
business performance of key kpis, staff, process, and service performance
metrics and
- Generated from our systems and converted into
standard excel reports and done trend reporting over time etc.
Operations - Team Leader (7 Posts)
- Experience in the Financial Service Provider
will be an added advantage to this job
- A quick learner who has a passion for service
- 2-3 years of Previous experience in leading
teams
- Past experience in a call center is an added
advantage
- Must have Excellent Coaching Skills
- Fluent in the English Language (neutral and
good clear accent)
- Proficient in MS Office Suite
- Tertiary education; diploma or degree
- Must possess a Valid Certificate of Good
Conduct and valid references
Operations - Quality Assurance Analyst (2 Posts)
- Previous Experience in a Financial Institution
will have the first priority
- Previous Experience in a Call Center will be
an added advantage
- Tertiary Education; Diploma or a Bachelor’s
degree
- Fluent in the English Language (neutral and
clear accent)
- 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
- Comprehensive knowledge of service line Key
Performance Indicators
- Attention to detail, good numerical skills and
exceptional listening skills.
- Excellent Coaching Skills
Operations - Customer Service
Representatives (100 Posts)
- 24 years and above
- Must be able to do all applicable shifts;
College students shall not be considered
- Minimum one year experience as a customer
service representative handling corporate /premium customers (Previous
Experience in a Call Center will be advantageous)
- A Diploma from a recognized tertiary
institution
- Fluent in the English Language (neutral and
clear accent)
- Good knowledge of Kiswahili (where applicable)
- Good typing and IT literacy skills
Key competencies and attributes:
- Ability to handle complaints in a polite;
empathetic and professional manner
- Remains calm when faced with difficulty or
angry customers
- Initiative to update self on new and current
products and/or services and promotions
- Ability to handle busy periods by managing
one’s stress levels
- Maintains a positive attitude and enthusiasm
when faced with routine work
- Dynamic and energized individual who will
represent the Company’s vision
Only Candidates who meet the above
requirements should apply to kenyaoperations@gmail.com.
Only shortlisted candidates will be
contacted
