Our client a BPO-call center seeks to
recruit the following positions;
Position: Fraud and compliance officer
Position: Fraud and compliance officer
Location: Nairobi
·
Financial services (either have
worked with telcom i.e. managing money transaction fraud and compliance
auditing or in bank sector - 2-3 years’ experience 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 telcom products and customer service
Position: Fraud and compliance quality auditors
Location: Nairobi
No. of Positions: 2
Duties and Required Skills
·
Financial services (either have
worked with telco i.e. managing money transaction fraud and compliance auditing
or in bank sector (2-3 years’ experience 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
Position: Project Manager
Location: Nairobi
No of positions: 2
Duties and Required Skills
Duties and Required Skills
·
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
Position: Operations - Customer Service Managers
Location: Nairobi
No. of Positions: 3
Duties and Required Skills
Duties and Required Skills
·
Must have either telcom 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
Positions: Operations - Reporting and analysis
Location: Nairobi
No. of Positions: 2
Duties and Required Skills
Duties and Required Skills
·
Must have 3-4 years extensive
analysis experience
·
Must have strong excel reporting
skills
·
Must have worked in financial
services or manufacturing or telcom 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.
Position: Operations - Workforce - Resource Planning Analyst
Location: Nairobi
No. of positions: 2
Duties and Required Skills
Duties and Required Skills
·
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 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.
Qualified candidates should send
their application letters and CV’s quoting relevant skills and experience to
info@royalagencies.co.ke