Position: Team Leader
Reporting to:Account
Supervisor / Service Delivery Manager
Supervises: Customer
Service Representative(s)
Position Summary:- The Team Leader is
responsible for effectively managing, coaching and motivating agents to meet
individual and team Key Performance Indicators by carrying out responsibilities
in the areas of Orientation; Performance Management; Quality Assurance in
liaison with the Quality Assurance Dept; Reporting and Administrative duties;
and Attendance management.
- Ability to
maintain confidentiality of information
- Good
interpersonal; communication skills and coaching skills
- Excellent
organizational skills
- Attention to
detail, good numerical skills
- Ability to work
in a strict deadline driven environment
- Maintains
healthy team dynamics through well developed conflict management skills
- Recognizes and
acknowledges team and individual performance
Education and experience:
- Diploma or a
Bachelor’s degree in relevant field.
- Must have
Previous experience in a call center leading teams
- Fluent in the
English Language (neutral and clear accent)
- Good knowledge
of Kiswahili (where applicable)
- Refer to Career
progression chart for experience
- Proficient in
MS Office Suite – MS Word, MS Excel and MS Outlook
- Good
understanding of Performance Management Programme
- Excellent
Coaching Skills
- Demonstrated
exceptional Customer Service Skills
Duties and
Responsibilities:-
The incumbent will be
responsible for the following main areas:
(A) Performance Management
- Listen to
pre-screened calls and conduct 3 daily coaching sessions of 15mins each with
Agents.
- Conduct 3 hours
side-by-side live coaching of calls with agents per week
- Undertake
weekly 15mins performance review meetings with all agents assigned to own
team
- Conduct a
minimum of 30 mins Coaching sessions per agent per week.
- Conduct agent self-evaluation
sessions with all agents one (1) hour prior to shift
- Conduct daily
pre shift session with the team .
- Schedule and
conduct weekly agent feedback and motivation sessions on areas of
improvement and subsequently provide written report to immediate
supervisor for purposes of improving HCC.
(B) Agent support
- Assist agents
by providing floor support on customer queries.
- Handle agent
escalated calls.
(C) Quality Assurance in
liaison with the Quality Assurance Dept
- Complete a
minimum of 2 live call evaluations per agent per week in line with
Performance Action Plan developed between Team Leader and Quality
Assurance during weekly performance meeting.
- Listen to 4
live calls per agent per day.
- Undertake
weekly phone calls duties of 1.5hours per week.
(D) Reporting and
Administration
Ensure all agents performance
files are updated with:-
- Daily team
performance report
- Signed weekly
Coaching Form;
- Signed weekly
Quality Assurance Summaries;
- Signed weekly
performance review Report;
- Action plans,
minutes for respective agents on PMP
(E) Attendance management
Complete daily attendance
registers and commissions files.
(F) Orientation
Provide the following support
to new employees (2 week nesting period):-
- Conduct
mandatory 45min pre-shift listening to Good and unacceptable customer
service calls with new agents twice a week
- Increase
coaching time to 2 hours weekly which includes listening to calls with
respective agent(s)
- Conduct daily
live call evaluations on areas coaching has been provided to assess adherence
to agreed action plans.
- Conduct
side-by-side live coaching of calls with new agents
- Solicit
feedback from new agents to assess coaching sessions and performance
reviews
- Schedule and
conduct weekly performance management and coaching sessions with all new
agents.
Position: Telesales Executive
Reporting to: Team Leader
As the first line customer
liaison, the primary role is to:-
- Make contact
with businesses with full information on service/program.
- Make sales by
offering the correct information and enrolling new customers.
- handle
customers enquiries promptly, efficiently and professionally to fulfill
the call centre’s expectations and meet the set service and sales target
Duties and Responsibilities:
- Contact
designated clients with a target to enroll them in the program/Service.
- Increase sales
by enrolling designated customers.
- Maintain
customer experience levels within the quality standards stipulated.
- Handle
objections by building rapport with customers.
- Record customer
information and queries on the CRM.
- Adhere to Data
Protection policy with regards to confidentiality of customer details.
- Adhere to
escalation process as defined.
- Handle
complaints in a polite and professional manner.
- Patiently
listens and responds to customer queries.
- Understand and
adhere to the escalation process.
Qualifications
- Certificate,
Diploma or Degree from a recognised tertiary institution.
- Must possess 2
years of experience in sales
- Fluent in
English with a clear accent (American/ British accent will be an added
advantage).
- Experience in
the technical sales will provide an added advantage
- Knowledge of
sales and marketing.
- Past experience
in a call center will provide an added advantage
Skills and Competencies
- Fluent in the
English Language, clear accent
- Good IT literacy
skills
- Excellent
communication skills – verbal and written
- Sales oriented
mindset with a high degree of persuasion skills and maturity.
- Service
orientation and social perceptiveness.
- Ability to
remain composed while handling stressful situations
- Organized and
meticulous in carrying out duties
- Maintains a
high level of integrity and observes confidentiality of client data.
- Team player
with pleasant disposition
- Well presented
and tactful
- Numerate and
quick thinker
- Ability to
multi-task
Vacancy: Account Supervisor
Reporting to: Service
delivery Manager
Supervises: Team Leaders
Position Summary: The
Account supervisor is responsible of evaluating, monitoring and developing
overall Team Leader’s and Agents’ performance and ensuring the efficient
day-to-day running of account operations.
The Team Leader Supervisor
will also be responsible for coordinating the day to day Operational activities
within the contact center.
Duties and Responsibilities:
- Plan, monitor
and evaluate the teams’ daily performance and where applicable, take
corrective action to ensuring the teams meet daily key contact center
performance goals for customer satisfaction, quality, productivity and key
performance metrics.
- Review
productivity and attendance reports, and coach Team Leaders to improve
performance.
- Conduct formal
Team Leader weekly performance reviews, including performance development
plan and assist agents with career development.
- Monitor real
time account performance to ensure Service Level and other KPIs are met.
- Ensure that HCC
client’s questions and problems are resolved properly and quickly and
address client requirements that require escalate appropriately.
- Manage all
client communication and requests in the absence of the Service Delivery
Manager.
- Participate in
the development and implementation of Operational processes and
procedures.
- Analyze, Report
and resolve system, client and operational issues that impact service
delivery.
- Improve Quality
results by recommending changes.
- Carry out
weekly inspections of the following:
1.
Agent Folders
2.
WPR Sessions
3.
Agent Coaching Sessions
4.
One on one coaching and WPR sessions
- Help in
execution of directives on areas of development while working closely with
the Service Delivery Manager, Quality and Training Manager & WFM.
- Maintain open
lines of communication with agents, peers, trainers, Business Leaders,
HODs & Quality Analysts.
- Compile and
prepare daily, weekly and monthly agents stack ranking & 4-Blocker
reports as well as account reports in a timely manner and in accordance
with approved reporting standards.
- Provide regular
feedback to the Operations, WFM & Quality assurance departments on
areas that can improve productivity, quality and customer experience.
- Keep informed
of all new products and services and ensure that agents are properly
trained to handle questions about any of them.
- Participate in
the Interviewing and hiring of prospective Team Leaders and other
Operations staff.
- Assist in
administering team attendance records, vacation planning, staffing
schedules and forecasts.
- Attend daily
HCC Operations meetings and participate in Weekly client performance
review sessions.
- Manage Team
Leader Schedules in liaison with WFM
- Cover floor
operations in the absence of the Team Leader
Key competencies and
attributes:
- Demonstrated exceptional
Customer Service Skills
- Strive to
provide all customers with an outstanding customer experience.
- Comprehensive
knowledge of service line Key Performance Indicators.
- Attention to
detail, good numerical skills and exceptional listening skills.
- Excellent
reporting and presentation Skills
- Excellent
Coaching and leadership Skills
- Ability to
maintain confidentiality of information
- Excellent
interpersonal and communication skills
- Excellent
organizational skills
- Ability to work
in a strict deadline driven environment
- Maintains
healthy team dynamics through well developed conflict management skills
- Recognises and
acknowledges team and individual performance
Education and experience:
- Tertiary
education with Bachelor’s degree or college diploma
- Must have previous
experience in a call experience within a supervisory capacity
- Fluent in the
English Language (neutral and clear accent)
- Good knowledge
of Kiswahili (where applicable)
- 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
Job Profile: Customer
Care Representative
Reporting to: Team Leader
Position Summary:- The Customer Care
Executive will provide great customer experience by showing empathy, creating
rapport and building trust through contact with the customers by answering
incoming calls / SMS to: answer inquiries and questions, handle complaints,
troubleshoot problems and provide information, solutions and advice.
Key competencies and
attributes:
- Experience in a
Call Center will be an added advantage
- Excellent
telephone etiquette
- Great
communication skills
- Outstanding
customer service skills
- Should be
customer service oriented with a focus on meeting the needs of the
customer first
- Must be a
computer literate with exceptional computer skills
- Good problem
solving skills with ability to handle complaints in a polite; empathetic
and professional manner
- Great listening
and influencing skills
- Ability to use
a positive, constructive, and solution-focused approach whenever conflict
arises
- Maintains a
positive attitude and enthusiasm when faced with routine work
- Dynamic and
energized individual.
- Ability to
multi task
- Maintains high
levels of integrity and confidentiality of client information.
- Must be a
critical thinker
Responsibilities:-
- Provide
customers with product and service information by clearly explaining
procedure, answering questions and providing information
- Maintain and
improve quality results by adhering to standards and guidelines and
recommending improved procedures
- Attract
potential customers by answering product or service questions, and
suggesting information about other products and services.
- Receive
incoming calls and provide general and technical support to customers on
all products via and/or SMS
- Maintain
customer experience levels within the stipulated quality standards.
- Quickly
understand the customer’s needs and providing the best resoultion.
- Conduct Happy
Calls and Customer Satisfaction Survey calls
- Collect,
confirm and update client information to standard operating procedures
- Record and
follow up on general queries and complaints
- Conduct a
predetermined number of CSAT surveys
- Handle
complaints in a polite and professional manner by managing and resolving
customer complaints
- Understand and
adhere to the escalation process.
- Research
required information using available resources.
- Handle online
customer support if required (Emails, chat, blogs etc.)
Knowledge and skills:
- Diploma or
tertiary education in any business related field.
- Previous
customer service experience will be an added advantage
- Experience in a
call center will provide an added advantage
- Fluent in the
English and Swahili Language proficiency (neutral and clear accent)
- Proficient in
MS Office Suite.
- Successful
Candidates MUST be willing to work in a shift pattern assignment within a
24 hour operational environment.
- Must possess a
Valid Certificate of Good Conduct
We seek a suitably
experienced, self driven and motivated Service
Delivery Managerto manage key accounts and provide excellent customer service to
promote this idea throughout the organization.
The goal is to keep the
department running in an efficient and profitable manner, to increase customer
satisfaction, loyalty and retention and to meet their expectations.
Duties and Responsibilities
- Manage contents
of SOW/SOP/SLAs for the various accounts and clearly understands the
deliverables for each account.
- Undertakes
daily reviews of operational and quality management processes to identify
gaps and areas of improvement.
- Carries out
weekly reviews with the various Operations staff to ensure is fully aware
of any challenges that are being encountered in meeting the SLAs and
tracks performance of each Account.
- Designs and/or
recommends appropriate process improvements for operations and quality
management for each account.
- Oversees the
implementation of these improvements and undertakes regular evaluation of
these improvements to assess improvement in operational effectiveness and
efficiency.
- Critically
analyses each account’s performance to interpret and identify trends;
identify areas of improvement and value add services.
- Prepares and
presents consolidated monthly operational performance reports and
recommends action plans for value add services to increase revenue
streams.
- Works closely
with the operations and quality team to proactively suggest areas of
improvement, and areas of possible increase in revenue streams for each
account.
- Prepares and
presents quarterly strategic reports for each account for internal and
client decision making purposes.
- Responsible for
strategic communication with the clients on Service Delivery and Customer
Satisfaction.
- Undertakes
regular client VOC to calibrate client expectations viz-a-viz Service
Delivery.
Experience and Skills
- A basic
tertiary education of diploma/degree.
- Call center
experience is Mandatory
- Proficient in
MS Office Suite and data analysis tools.
- General
understanding of ICT
- Minimum of 5
years of management experience in financial services, Data or
telecommunications industry managing large teams of not less than 50.
- Experience in
leading initiatives and business strategies internally to improve day to
day operations
- Proven
experience in process improvement and quality management.
- Demonstrated
experience in handling multiple clients and managing expectations of all
stakeholders.
- Excellent
communication and presentation skills.
- Exceptional
customer service skills are mandatory.
- Demonstrated
ability to meet set performance targets, proven documented track record
(advantage if within a call centre environment).
- Excellent
coaching and feedback skills.
- Demonstrated
cost awareness & business savvy.
- Experience in
project management will have an added advantage.
Key Competencies and
Attributes:
- Target and
Results driven
- Excellent
leadership skills
- Strong
interpersonal skills
- Decision-making
skills
- Independent
thinking
- Excellent
verbal and written communication skills
- Exceptional
reporting and presentation skills
- Good conceptual
reasoning
- Solution driven
attitude
- Stress tolerant
and resilient
- Self-motivated
- Self Initiative
- Ability to
assimilate new information quickly
- Flexible and
adaptable
- Team player
- Proven conflict
management skills
- Reliable and
committed
- Good
negotiation skills
Qualified and interested
candidates should send in their resumes torecruitmentoperations.hr@gmail.com clearly indicating the position on the
subject line.
