SportPesa, the brand name for Pevans
East Africa Limited is a leading company on the Kenyan market.
The core business being development
of mobile and e-gaming software, the company is providing solutions enabling
customers to deposit, bet and withdraw winnings instantly across reliable and
easy to communicate channels.
Job Title: Call Centre Team Leader
Reports To: Call
Centre Shift Manager
Role Purpose: To manage the assigned Call Centre team by
providing leadership and guidance. To ensure provision of quality customer
service in the call centre in line with Call Centre and Company objectives.
Key Responsibilities
- Enable staff to achieve their performance
targets, identify training and development requirements, and manage
disciplinary issues.
- Provide effective management of all escalated
issues and continuous improvement of business processes.
- Document recommendations and ensure
implementation leads to improved performance.
- Provide and implement an effective coaching
methodology and process by understanding each CCR’s performance drivers
and helping them to implement new actions that improve their performance.
- Team Motivation
Key Performance Indicators
- Communicate agreed call center performance
standards and targets
- Measure individual performance against
standards and targets
- Design action plans to close any performance
gaps
- Achievement of agreed call center
targets
- Provide monthly recommendations and
demonstrate improvement in performance on statistical basis.
- Implement performance investigations and
disciplinary steps where necessary.
- Develop creative coaching methodology
- Implementing coaching plans
- Ensure all coaching documentation is updated
and centrally accessible
- Ensure that all relevant information of all
staff members is fully updated on centralized folders.
- Ensure policies, procedures and processes are
completely understood by all CSRs.
- Ensure conformity to the policies, procedures
and processes.
- Develop motivation plans for the team and
contribute to the wider company plans to improve staff well being
- Operate within approved budget e.g. stationery
, etc
Relationship(s): Customer Care, IT
Direct Reports: Call Center CSRs
Education & Experience
- Degree in a business discipline or Social
Sciences
- At least 4 years working experience in a
customer service environment of which 2 yrs must have been in management
or supervisory role
- Excellent knowledge of SportPesa products and
services
- Excellent written and verbal communication
skills (articulate) coupled with good listening and critical reasoning
skills
- Proactive, confident, energetic and able to
work under pressure with a positive attitude and use good organization
skills
- Mentoring/coaching skills/experience
- Excellent interpersonal skills
- Leadership skill
- Training skills
- Problem solving and decision-making skills
Competencies
- Working with Others
- Operational Excellence
- Creativity & Innovation
- Business Know-How
- Working with Change
Financial Responsibility
- Control of operational costs or expenses
- Responsible for team building budget
Job Title: Workforce Analyst
Reports To: Call Centre Support Supervisor
Role Purpose: Ensure that the CM workforce is utilised optimally.
Provide a 2nd line support service to the 1st line customer contact points by
providing business-specific information on a regular basis
Key Responsibilities
- Develop, implement and manage effective shift
schedules for Call Centre
- Ensure capture of all off-line activities
within the schedules i.e. training, meetings, coaching sessions.
- Analyze trends and statistics on shifts
requirements and make recommendations on shift optimization, leave
schedules, occupancy and adherence.
- Generate and provide performance reports per
CSR, per team, per shift manager, and for the entire Call Centre, on a
daily, weekly, monthly and quarterly basis.
- Analyze performance statistics and trends, and
provide recommendations to the Shift Managers and Call Centre Manager.
- Ensure and monitor the effective optimization
of resources within the Call Centre.
- Manage all assets within the Call Centre
(headsets, lockers)
- Document and analyze processes related to the
workforce management
- Communicate changes related to workforce
issues to the relevant sections or department
Key Performance Indicators
- Consistently utilize historical data in order
to provide accurate forecasting of staff requirements to meet service
needs. Generate, assign and communicate shifts as per agreed standards.
- Communicate completed shift schedules to all
staff at least one week before shift commences.
- Provide proof of analysis on monthly basis.
Provide monthly recommendations and demonstrate improvement in performance
on statistical basis
- All reports meet agreed timeframes and are
100% accurate
- Optimum levels of Call Centre occupancy and
effective and efficient space optimization as per established
requirements.
- Current and projected headcount figures
available at all times and updated to within 24 hours
- Available and accessible workforce-related
processes and procedures
- Organized, well-labelled lockers and headsets
Relationship(s): CSRs, Team Leaders, Shift Managers, Call Centre
Manager
Direct Reports: None
Education & Experience
- An undergraduate degree preferably in business
or social sciences.
- Qualification in IT is an added advantage
- 4 years’ total working experience in a
customer service environment of which at least 2 years should be on a
Supervisory level.
- Excellent knowledge of SportPesa products and
services
- Excellent analytical skills. In-depth
knowledge of MS Excel required
- Excellent written and verbal communication
skills
- Excellent interpersonal skills;
proactive, results oriented, confident, energetic and able to work
under pressure with a positive attitude
- Good problem solving as well as decision
making abilities
- Good organization and planning skills
Competencies
- Working with Others
- Operational Excellence
- Creativity & Innovation
- Business Know-How
- Working with Change
Financial Responsibility
- This position does not have any financial
responsibilities
Job Title: Shift Manager
Reports To: Call Centre Manager
Role Purpose: To manage the performance output of a team of Team Leaders who are responsible for the management of the Customer Service Representatives who deliver first class, professional customer service to our customers and foster a high quality front line service.
Key Responsibilities
Co-ordinate and manage shift
performance by:
- Ensuring briefings are held with Team leaders
to share service delivery expectations of the day
- Monitor, intervene, measure and track service
provision performance as needed on shifts, based on assigned resources
i.e. staff productivity output
- Address real time staffing issues in liaison
with Workforce Analysts/Call Center Manager
Act as a first escalation point for
Team Leaders on issues related to:
- Customer complaints and Retention calls
- Emerging issues on the floor
- Major system outages for follow-through and
feedback to front office teams
- Provide effective management of all escalated
issues, document recommendations and ensure implementation leads to
improved performance
Coaching, Training & Development:
- Consolidate & validate training and
development requirements for Call Centre Team leaders in relation to
Quality of Service and performance targets through scheduling of training
interventions and follow through to ensure training effectiveness.
- Continuously coach and mentor Team
Leaders to enable them support their staff in the performance management
process
- Hold one-on-one discussions with team members
to enable focus on individual issues that affect performance
- Manage staff disciplinary issues where
coaching and training have failed to achieve the desired increase in
performance
- Document all Team Leader absence and ensure
records are updated on available systems
- Analyze absences and give recommendations to
the Call Center Manager
- Participate in the recruitment process for new
joins i.e. CSRs
- Formulate an effective Induction plan for new
Team Leaders
- Monitor, track and report on viability of work
resources, working systems and workstations
- Operate within the approved budget
Key Performance Indicators
- Enable team's performance by ensuring they
have a good understanding of their KPIs and those of the CSRs
- Ensure Monthly Team Statistics for the
appraisal period are achieved as per the set standards. Achieve the
expected performance output expectations i.e. % average productivity for
the period e.g. Calls answered, AHT, Adherence, Occupancy
- Documented Productivity report on real time
interventions to improve shift performance
- Proven action on escalated issues i.e. prompt
turnaround time in provision of feedback on escalated queries
- Documented recommendations on effective
management of escalated issues
- Documented training needs analysis shared with
the Call Centre Manager within agreed timeframes and follow through on
implementation of recommendations
- Documented monthly progress report on one on
one with the Team leaders including agreed actions on identified gap
areas
- Follow-up on Performance Improvement Plans and
other disciplinary related issues in liaison with the Call Center Manager
- Documented Induction Plan for new TLs
including follow-through to evaluate training effectiveness
- Where applicable participate in the
recruitment of new CSRs
- Drive Engagement with IT, Marketing to drive
Process & Product efficiency support
- Interpret policies for the staff and give
guidance to Team Leaders on issues surrounding the laid down policies
- Communicate to the team on all pertinent
information related to the Call Centre
- Report on team Absence and lost man hours on
system downtime including improvement initiatives
- Operate within approved budget e.g. stationery
, etc
Relationship(s): Customer Service, IT, Marketing, HR
Direct Reports: Call Center Team Leaderss
Education & Experience
- An undergraduate degree preferably in
business or social sciences
- At least 5 years’ total working experience in
a customer service environment of which at least 3 years should be on Team
leader level
- Excellent knowledge of SportPesa products and
services
- Excellent written and verbal communication
skills
- Excellent interpersonal skills. Proactive,
results-oriented, confident, energetic and able to work under pressure
with a positive attitude
- Must have good problem solving and analytical
skills as well as decision making abilities
- Must have good leadership and supervisory
skills coupled with hands on experience in mentoring and coaching staff
- Good organization and planning skills
- Good report writing and presentation skills
Competencies
- Working with Others
- Operational Excellence
- Creativity & Innovation
- Business Know-How
- Working with Change
Financial Responsibility
- Control of operational costs or expenses
Interested candidates who qualify for
this position should send their CV to hr@sportpesa.com
