Call Centre Manager
Anonymous Employer
Nairobi CBD
5d ago
source : Pigiame

Responsibilities

  • Planning and implementing call centre strategies and operations; improving systems and processes; managing staff.
  • Organizing staffing, including shift patterns and the number of staffs required to meet demand
  • Develop objectives for the call centre’s day-to-day activities and managing the daily running of the call Centres 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 centre human resource objectives by recruiting, selecting, orienting, assigning, coaching, counselling, and disciplining employees;
  • administering scheduling systems.

  • Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions.
  • Prepares call centre performance reports by collecting, analysing, 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.
  • Key Requirements

  • Holder of a business related / relevant degree
  • At least 3-5 years plus leadership experience in a call centre
  • Must have managed teams i.e. Team leaders and Agents
  • Must have managed busy operational environments
  • Candidates working within the Telecommunications, Financial, Banking industries are encouraged to apply.
  • IT skills including familiarity of CRM solutions service principles and practices
  • Solid understanding of reporting and budgeting procedures
  • Strong leadership and people management
  • Project management experience mandatory
  • Customer service Management mandatory
  • Certified Call Centre Manager (e.g. CCCM) or equivalent qualification is a plus
  • Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.

    Apply
    Add to favorites
    Remove from favorites
    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form