Senior Contact Centre Manager Job in Nairobi, Kenya

Job Vacancy: Senior Contact Centre Manager

Duty Station: Nairobi

Our client is a contact center is seeking to recruit a competent and highly motivated individual to fill a position of Senior Contact Centre Manager

Job Summary: The job holder will be responsible for planning and implementing contact center strategies and operations; improving systems and processes and effectively managing staff within the Contact Centre unit with an aim of achieving top of the notch customer experiences.

Key Responsibilities:

  • Determination of contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure the Contact Centre positively contributes to the company overall strategy.
  • Identification, evaluation and implementation of state-of-the-art technologies that result in efficient operations and an improved customer experience.
  • Maintaining and improving Contact Centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
  • Managing performance of the Contact Centre unit through workforce planning, regular one-on-one coaching, training, reviewing staff performance, enforcing company policies and procedures and ensuring the team is motivated to achieve these SLA’s.
  • Preparing Contact Centre performance reports by collecting, analyzing, and summarizing data and trends. Ensuring the company performance is within the set benchmarks.
  • Ensuring all relevant communications, records and data are updated and properly stored.
  • Maintaining professional and technical knowledge by tracking emerging trends in Contact Centre operations management; establishing personal networks and benchmarking state-of-the-art practices.
  • Accomplishing the organization’s goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Regular process review to ensure risks are managed and procedures followed.
  • Handling escalations and difficult calls where more expertise is required.

Minimum Requirements:

  • Business related degree holder from a recognized University
  • Contact centre/ call centre qualifications desirable
  • At least five years’ experience in a Contact centre/ call centre with familiarity to the Contact Centre management function
  • Innovative and creative thinking skills.
  • Ability to work under pressure.
  • Excellent communication and interpersonal skills;
  • Strong planning and organization skills;
  • Strong people management and change management skills;
  • Excellent customer service skills
  • Highly motivated, proactive, flexible and result oriented
  • Strong Problem solving and decision making skills
  • Has strong commercial awareness

Interested and qualified candidate to share cv to

Job Summary:
Job Title
Job Category
Job Type
Company / Organization
Approx. Salary
Job Opening Date
Job Expiry Date
Job Details
Job Location

Nairobi, Kenya

Nairobi County

Business Administration, Sales and Marketing
Updated: October 30, 2018 — 7:46 am