Senior Call Center Manager
Industry: BPO Outsourcing
Location: Nairobi
Our client is East and Central Africa’s largest outsourcing
contact center. As pioneers in the BPO industry in the region, they have a
workforce of 750 employees, 600 who work as call centre agents. As a contact
center, they facilitate and manage client companies contacts and customer
interaction through a variety of mediums – telephone, fax, email, online chat.
Moreover, the company serves the global market across 13 countries in 3
continents.
As the Call center manager, you will be responsible for the daily
running and management of the Centre through the effective use of resources.
You’ll have responsibility for meeting and setting strategies, customer
experience targets as well as planning areas of improvement or development. You
will coordinate and motivate Call Centre staff and may manage staff recruitment
Responsibilities
·
Planning and implementing call center strategies and operations;
improving systems and processes; managing staff.
·
Organizing staffing, including shift patterns and the number of
staff required to meet demand
·
Develop objectives for the call center’s day-to-day activities and
managing the daily running of the call Centers including effective resource
planning and implementing call Centre strategies and operations
·
Developing customer journeys and shaping of customer touch points
to drive customer conversion rates across all stages of engagement.
·
Plan and provide leadership to the implementation of integrated
customer engagement and communication initiatives to improve and enhance the
perceptions and experiences of customers.
·
Drive the development of a customer service culture across the
organization, supported by effective policy and process frameworks and
responsive
·
Customer insight and analysis, and reporting and measurement
against KPIs: driving end to end customer feedback management strategies,
Customer satisfaction index as well as complaints Management.
·
Accomplishing call center human resource objectives by recruiting,
selecting, orienting, assigning, coaching, counseling, and disciplining
employees; administering scheduling systems.
·
Communicating job expectations; planning, monitoring, appraising,
and reviewing job contributions.
·
Prepares call center performance reports by collecting, analyzing,
and data and trends.
·
Advise the Senior Executives on customer satisfaction measures,
customer experience strategies, programs, initiatives and emerging issues to
enable customer-centric strategic decision processes and major or critical
issues response
·
Setting and meeting performance targets for speed, efficiency,
sales and quality.
·
Maintaining up-to-date knowledge of industry developments and
involvement in networks.
·
Assume responsibility of budgeting and tracking expenses.
Requirements
·
Holder of a business related degree
·
Minimum 7 years’ management experience and between 30 – 40 years
·
Proven experience as call center manager, at least 5 years Call
center experience is required.
·
Candidates working within the Telecommunications,
Financial, Banking industries are encouraged to apply.
·
Expatriates with African working background: Egypt, India,
Philippines are encouraged to apply
·
Can work under pressure in a fast-paced environments.
·
The candidate should be determined, perseverance, creativity,
self-driven, strategic in thinking and a good planner. Knowledgeable in
performance evaluation and customer service metrics.
·
Solid understanding of reporting and budgeting procedures
·
Proficient in MS Office and call center equipment/software
programs
·
Outstanding communication and interpersonal skills
·
Excellent organizational and leadership skills with a
problem-solving ability
·
IT skills including familiarity of CRM solutions service
principles and practices
·
Solid understanding of reporting and budgeting procedures.
·
Experience in basic financial analysis (cost-effectiveness,
cost-benefit etc.)
·
Excellent organizational and leadership skills with a
problem-solving ability.
·
Certified Call Center Manager (e.g. CCCM) or equivalent
qualification is a plus
How to Apply
If
you would like to be considered for the opportunity, please share your CV containing
and e-mail address, telephone contacts, qualifications, experience and contacts
of three referees to email: Beth.Mwaniki@humantalentrecruit.com by
COB Monday 22nd April 2018. Kindly quote the job title as the subject line.