Our
client, a leading Micro-Finance Company based in Nairobi that offers personal
loan to permanently employed Civil servants is seeking to recruit a Call Centre Manager who will be responsible for the
development, management and growth of Call centre.
The
successful candidate MUST have 5 years management experience within a Call
centre.
Key Responsibilities:
- Organizing
business and team activities to ensure that the short and medium term
agreed operational targets are met
- Ensuring
that monthly sales targets for all call centers are set on time and
communicated to all agents
- Monitoring
the results of all call centers on daily basis
- Ensuring
timely daily activations on all deals
- Ensuring
that all declined deals are reviewed before clients are notified
- Reviewing
and re-designing the process workflows to support business growth
- Ensuring
quality on all deals processed in line with the credit policy
- Ensuring
that all fraud or suspected fraud cases are managed according to company
policies
- Ensuring
that all complaints and queries are managed and resolved effectively and
efficiently
- Ensuring
suitable and trained staff on Call Center platform and customer care
related skills
- Reviewing
monthly arrears and proactively follow up with the findings to ensure
maximum collections in line with targets
- Enhancing
customer satisfaction, mitigate risks and reducing operational errors
within all call centers
- Providing
quality assurance reviews and monitoring adherence to the call center
policies and processes
- Ensuring
that daily and monthly reports are prepared accurately and timely for Call
Centers
Qualifications:
- A
Bachelors’ Degree is a relevant field.
- Must
have excellent knowledge of IT systems including call center solutions.
- Must
have experience in running an Avaya Call Centre.
- Must
have 5 years Management experience within a Call Center.
- Must
have relevant experience working in the banking, telecommunication and
Micro-finance industry.
Monthly
gross salary: Ksh.
140,000 - 180,000/= (Approx. 1,400 – 1,800 USD)
Deadline: 15st September
2016
Applications:
To
apply, please follow the link:
http://bit.ly/2bvjmYY
Summit Recruitment & Search,
Summit Recruitment & Search,
Blixen
Court, Karen Road,
Karen
We
endeavour to make contact with all of our applicants, but unfortunately high
volumes of applications make this unrealistic. If you do not hear from us
within two weeks your application has not been successful on this occasion.
This does not mean you will not be considered for future roles so please keep
an eye on our job board and apply for positions that match your skills and
experience.