Business Desk Support Supervisor Career in Kenya

Business Desk Support Supervisor
Duties and Responsibilities
  • All Technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
  • Manage and resolve RD, GM, Regulatory / Consumer bodies and internal staff escalations
  • Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
  • Conduct coaching and training for top reasons for escalations
  • Communicate, monitor and maintain performance standards
  • Identify areas for development to ensure continuous improvement
  • Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
  • Identify opportunities to improve and expand product and service offerings based on the voice of the customer
  • Contribute and identify areas for improvement and enforcement of processes and procedures;
  • Identify, accumulate and analyse statistics that reflect on your teams performance
  • Continuously assess the technical competence of your team and take steps to develop their knowledge and skills for effective service delivery
  • Identify trends from subscriber escalations
  • Escalate issues to relevant departments
  • Compile reports
  • Manage relationships with key support functions – corporate
  • Work closely with other departments on joint projects, such as IT, Operations and Sales/Marketing
  • Provide input in testing feedback sessions
  • Knowledge of Clarity and core Clarity pillars – ICC, SAP & CRM
  • Minimum first degree or diploma in social sciences or a business related field
  • An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
  • 5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
  • Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage
  • Knowledge of ticketing system(s) will be an added advantage
  • Excellent interpersonal skills
  • Ability to motivate to produce results
  • Excellent oral and written communication skills
  • Dependability
  • Multi-tasking
  • Product and service knowledge
  • Business processes
  • Team management
  • Performance management
  • Call Centre Industry knowledge
  • MultiChoice Africa Business Understanding an added advantage
  • Market and customer knowledge
  • Billing understanding
  • Agencies call centre exposure
  • Geographical Knowledge of Africa
  • Distribution Processes
  • Agency Operational Understanding
  • Technical Knowledge (KU Band, SeSat, W4, C-Band)
Personal Qualities
  • Initiative
  • Drive
  • Withstanding Pressure
  • Assertiveness
  • Cultural Sensitivity
  • Approachability
  • Time Flexibility
  • Empathy
  • Service Orientation
  • Resilience
  • Leadership (Firm, Authoritative)
  • Self-insight / Awareness
  • Good Judgement
  • Initiative
  • Achievement orientated
  • Self confidence
  • Perseverance
  • Integrity
How to Apply:

Applicants can send their CV and state the position applied for in their subject of the email to us via email before 10th July 2016.

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