Operations Manager (Kenyan Jobs, Jobs in Kenya March 2014)

Posted on 3/30/2014 11:07:00 pm by Kenya NGO Jobs We are a blue chip Company, a leader in the broadcast media sector. Due to expansion and growth, the following position has come up in our organization:Responsible for the daily running and management of the various sections within the Operations Department with a view of enhancing, exceeding customer experience, satisfaction and company objectives. The position reports to the General Manager.Call center management – generate and manage productivity reports, dashboards, efficient workforce scheduling and staff planning, addressing call generators and abandoned callsManaging other customer service touch points i.e. banking halls and social media platforms to deliver customer service standards.Ensure deployment of call center technologies in accordance with corporate guidelines and standardsDeploy Quality Analysis standards and initiatives in accordance with corporate standards and guidelines and ensuring any gaps identified are addressed.Ensure in-country participation in systems and solutions development life cycle (gathering of requirements,  in-country UAT, business readiness and in-country deployment)Management of in-country escalations (logging of, reporting on and follow up on execution of any and all escalations) ensuring adherence to escalations standards and guidelines.Management of in-country systems integration initiatives (payments, communications, self-help, call centers etc.)Ensure deployment of superior first line customer care at all touch points (telephony, mail, web, face to face) according to set standards and guidelinesAttain and exceed customer service performance metrics (SL, ACR, QA, Annual Corporate Objectives)In-country vendor management on Operational issues (Contract, SLA’s etc.)Ensure adherence to Risk and Fraud guidelines and standards and the required audits are done and completedDeploy churn management initiativesPreparation of Operations reportsChange ManagementPeople Management and LeadershipA University Degree in Social sciences or a Business related fieldAt least 5 years’ experience in Operations and Customer Service Management in a managerial position preferably in a busy environment or in the service industryExperience in Call Center Management and Banking hall operationsStrong computer literacy (Microsoft Office applications)Subscriber Support Service ManagementQuality Assurance (QA) ManagementProactive, customer-centric, innovative and creative.Excellent communication and presentation skillsSocial and digital platform servicing expertise.Applicants should submit their CV’s to mcarecruitment@gmail.com with the subject line clearly marked “Operations Manager”: Closing date for the applications is 11th April 2014.