Call Center Job in Kenya

Sheer Logic Management
Consultants is seeking to engage a dynamic individual 
for Call Center Manager position for one of our clients.

Salary:  80k

Job Purpose

  • The Manager is responsible for the daily running and
    management of the Contact Centre through the effective use of resources,
    with responsibility for meeting, and setting, Contact Centre targets and
    planning areas of improvement or development;

  • The Manager has an appreciation of call/contact
    management practices and ability to make/contribute towards effective
    decisions concerning customer priority, performance service standards and
    call routing;

  • To drive coaching, training, motivating and staff
    retention;

  • To implement all re-engineering and process changes
    in the Contact Centre;

  • Manage Relationships from the Client and staff
    perspective;

  • Be available to the Contact Centre executives by
    being on the Call Centre floor for approximately 80% of the day;

  • Achieve and surpass performance targets of 85%
    Service Level.

  • Maintain minimum of 90% staff retention;

  • Setting and meeting performance targets for speed,
    efficiency and quality across all Contact Centre matrices;

  • Continuously liaise with the business units for
    which the call center supports;

  • Co-ordinate staff recruitment and motivate call
    Centre staff;

  • Managing the daily running of the call Centre;
    liaising with supervisors & team leaders to gather information and
    resolve issues;

  • Maintaining an up-to-date knowledge of industry
    developments, planning and managing change;

  • Reviewing the performance of staff, identifying
    staff training needs and planning training sessions;

  • Workforce Planning, including shift scheduling;

  • Coaching, motivating, developing and retaining
    staff;

  • Handling the most complex customer complaints or
    enquiries; and

  • Analyzing performance statistics and making
    decisions on the basis of these statistics.

Telesales Responsibilities:

  • Meeting with sales managers to discuss Telesales
    strategies.

  • Training junior Telesales staff.

  • Writing sales scripts and customer answer sheets.

  • Implementing sales strategies.

  • Managing the Telesales team and assisting junior
    staff.

  • Monitoring the performance of the sales team.

  • Setting weekly and monthly sales targets.

  • Maintaining customer relationships.

  • Handling escalated customer complaints.

  • Compiling and presenting sales reports.

Qualification

  • At least a first degree from a recognized
    University.

  • Be good at Networking.

  • Be aware of the customer segmentation.

  • Have training and presentation skills.

  • Be a Team Player with good leadership skills.

  • Have good interpersonal communication and PR
    skills.

  • Fluency in spoken and written English and
    Kiswahili.

  • Basic computer skills, Microsoft Office is
    mandatory

  • Strong customer service orientation/management

  • Strong interpersonal and communication and
    leadership skills

  • Self-driven and highly energetic

  • Sound knowledge of product and operational
    procedures

How to Apply

Send your updated CV
to [email protected] by 
14th August
2020
.
Indicate the job title.

Only shortlisted candidates
shall be invited

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