SportPesa Shift Manager Job in Kenya

SportPesa, the brand name for Pevans East Africa Limited is a leading company on the Kenyan market.  
The core business being development of mobile and e-gaming software, the company is providing solutions enabling customers to deposit, bet and withdraw winnings instantly across reliable and easy to communicate channels.
We invite applications from suitably qualified candidates to fill the following vacant position:

Job Title: Shift Manager

Reports To: Call Centre Manager

Role Purpose: To manage the performance output of a team of Team Leaders who are responsible for the management of the Customer Service Representatives who deliver first class, professional customer service to our customers and foster a high quality front line service.

Key Responsibilities 
Co-ordinate and manage shift performance by:
  • Ensuring briefings are held with Team leaders to share service delivery expectations of the day
  • Monitor, intervene, measure and track service provision performance as needed on shifts, based on assigned resources i.e. staff productivity output
  • Address real time staffing issues in liaison with Workforce Analysts/Call Center Manager
Act as a first escalation point for Team Leaders on issues related to:
  • Customer complaints and Retention calls
  • Emerging issues on the floor
  • Major system outages for follow-through and feedback to front office teams
  • Provide effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance
Coaching, Training & Development:
  • Consolidate & validate training and development requirements for Call Centre Team leaders  in relation to Quality of Service and performance targets through scheduling of training interventions and follow through to ensure training effectiveness.
  • Continuously coach  and mentor Team Leaders to enable them support their staff in the performance management process
  • Hold one-on-one discussions with team members to enable focus on individual issues that affect performance
  • Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance
  • Document all Team Leader absence and ensure records are updated on available systems
  • Analyze absences and give recommendations to the Call Center Manager
  • Participate in the recruitment process for new joins i.e. CSRs
  • Formulate an effective Induction plan for new Team Leaders
  • Monitor, track and report on viability of work resources, working systems and workstations
  • Operate within the approved budget
Key Performance Indicators
  • Enable team’s performance by ensuring they have a good understanding of their KPIs and those of the CSRs
  • Ensure Monthly Team Statistics for the appraisal period are achieved as per the set standards. Achieve the expected performance output expectations i.e. % average productivity for the period e.g. Calls answered, AHT, Adherence, Occupancy
  • Documented Productivity report on real time interventions to improve shift performance
  • Proven action on escalated issues i.e. prompt turnaround time in provision of feedback on escalated queries
  • Documented recommendations on effective management of escalated issues
  • Documented training needs analysis shared with the Call Centre Manager within agreed timeframes and follow through on implementation of recommendations
  • Documented monthly progress report on one on one  with the Team leaders including agreed actions on identified gap areas
  • Follow-up on Performance Improvement Plans and other disciplinary related issues in liaison with the Call Center Manager
  • Documented Induction Plan for new TLs including follow-through to evaluate training effectiveness
  • Where applicable participate in the recruitment of new CSRs
  • Drive Engagement with IT, Marketing to drive Process & Product efficiency support
  • Interpret policies for the staff and give guidance to Team Leaders on issues surrounding the laid down policies
  • Communicate to the team on all pertinent information related to the Call Centre
  • Report on team Absence and lost man hours on system downtime including improvement initiatives
  • Operate within approved budget e.g. stationery , etc
Relationship(s): Customer Service, IT, Marketing, HR
Direct Reports: Call Center Team Leaderss
Education & Experience
  • An undergraduate degree preferably in business  or social sciences
  • At least 5 years’ total working experience in a customer service environment of which at least 3 years should be on Team leader level
  • Excellent knowledge of SportPesa products and services
  • Excellent written and verbal communication skills
  • Excellent interpersonal skills. Proactive, results-oriented, confident, energetic and able to work under pressure with a positive attitude
  • Must have good problem solving and analytical skills as well as decision making abilities
  • Must have good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff
  • Good organization and planning skills
  • Good report writing and presentation skills
  • Working with Others
  • Operational Excellence
  • Creativity & Innovation
  • Business Know-How
  • Working with Change
Financial Responsibility
  • Control of operational costs or expenses
Interested candidates who qualify for this position should send their CV to 

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