Call Centre Manager
Anonymous Employer
Nairobi, Kenya
5d ago
source : BrighterMonday

Job Summary

Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers.

  • Minimum Qualification : Bachelor
  • Experience Level : Management level
  • Experience Length : 5 years
  • KeyResponsibilities

  • Planning andimplementing call centre strategies and operations; improving systems andprocesses; managing staff.
  • Organizing staffing,including shift patterns and the number of staffs required to meet demand
  • Develop objectivesfor the call centre’s day-to-day activities and managing the daily running ofthe call Centres including effective resource planning and implementing callCentre strategies and operations
  • Developing customerjourneys and shaping of customer touch points to drive customer conversionrates across all stages of engagement.
  • Plan and provideleadership to the implementation of integrated customer engagement andcommunication initiatives to improve and enhance the perceptions andexperiences of customers.
  • Drive the developmentof a customer service culture across the organization, supported by effectivepolicy and process frameworks and responsive
  • Customer insight andanalysis, and reporting and measurement against KPIs : driving end to end customerfeedback management strategies, Customer satisfaction index as well ascomplaints Management.
  • Accomplishing call centrehuman resource objectives by recruiting, selecting, orienting, assigning,coaching, counselling, and disciplining employees;
  • administering schedulingsystems.

  • Communicating jobexpectations; planning, monitoring, appraising, and reviewing jobcontributions.
  • Prepares call centreperformance reports by collecting, analysing, and data and trends.
  • Advise the SeniorExecutives on customer satisfaction measures, customer experience strategies,programs, initiatives and emerging issues to enable customer-centric strategicdecision processes and major or critical issues response
  • Setting and meetingperformance targets for speed, efficiency, sales and quality.
  • Maintainingup-to-date knowledge of industry developments and involvement in networks.
  • Assume responsibilityof budgeting and tracking expenses.
  • Key Requirements

  • Holder of a businessrelated / relevant degree
  • At least 3-5 yearsplus leadership experience in a call centre
  • Must have managedteams i.e. Team leaders and Agents
  • Must have managedbusy operational environments
  • Candidates workingwithin the Telecommunications, Financial, Banking industries are encouraged toapply.
  • IT skills includingfamiliarity of CRM solutions service principles and practices
  • Solid understandingof reporting and budgeting procedures
  • Strong leadership andpeople management
  • Project managementexperience mandatory
  • Customer serviceManagement mandatory
  • Certified Call CentreManager (e.g. CCCM) or equivalent qualification is a plus
  • Apply
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