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Call Center Manager Job in Kenya - 2015





Vacancy: Call Center Manager 



 
The call center manager is responsible for the overall management of the call center. 



This includes planning and budgeting, decisions regarding staff, call center processes, technology etc.; strategy development, implementation and evaluation; liaising with other teams such as technical, HR and IT
 



Job Description:


  • Responsible in the running of the call center by way of managing agents as in schedule adherence, welfare, performance etc.

  • Preparation of daily, weekly, monthly and Quarterly reports with regards to the performance of the Call Center.

  • Monitoring and coaching agents on customer handling skills and new products & services.

  • Conducting Real Time Monitoring to strategize.

  • Coordinate with other department or unit to make sure customers enquiries, requests and complaints are resolved in a more efficient and effective manner.

  • Ensuring that agents delight customers.

  • Checking on customers to find out their experience with the services, asking for their suggestions to help improve on our service delivery.

  • Managing project accounts.

  • Training of agents on job skills and new applications. E.g. Elastic & Vtiger etc.

  • Conducting surveys on the various projects.


Candidate Requirement


  • A minimum of first degree in management

  • 3 years minimum prior call center experience

  • Business and relationship management skills

  • Organizational and leadership skills

  • Motivational skills

  • Good reporting skills

  • Good communication skills

  • Team player

  • Strong interpersonal skills


How to apply:





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