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South Africa

Call Centre Managers

Company Human Capital Synergies Africa Limited
Reference # 120
Published 21/05/2019
Contract Type Permanent
Salary Market Related
Location Nairobi, Nairobi, Kenya
Introduction
Our client an outstanding contact center and Business Process Outsourcing (BPO) Company seeks to hire determined Call Center Managers. S/he will tasked with the daily running and management of the Centre through the effective use of resources.

Key Role : Strategy Formulation, customer experience targets as well as planning areas of improvement or development, Coordination & Motivation motivate Call Centre staff and may manage staff recruitment
Job Functions Communications,Management,Product Management
Industries Call Centre & Helpdesk
Specification
•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/ relevant degree
•At least 3-5 years plus leadership experience in a call center
•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 Center Manager (e.g. CCCM) or equivalent qualification is a plus
Job Closing Date 20/06/2019
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Last Updated: 1 day ago [19.06.01.05]
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