Category: Business Administration

Contact Center Service Delivery Manager Job in Kenya

We seek a suitably experienced, self driven and motivated Service Delivery Manager to manage key accounts and provide excellent customer service to promote this idea throughout the organization.

The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

Duties and Responsibilities

  • Manage contents of SOW/SOP/SLAs for the various accounts and clearly understands the deliverables

Contact Center Real Time Analyst Job in Kenya

Vacant Position: Real Time Analyst

Job Summary: In a call center, an RTA is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.

Key Skills and Competencies:

  • Minimum 6 Months of call center experience, prior Workforce experience preferred
  • Knowledge of contact center

Contact Center QA Manager Job in Kenya

Vacant Position: Quality Assurance Manager

Position Summary: The Quality Manager serves as the primary account management contact for the client and is responsible for driving performance and ensuring client satisfaction. The incumbent is expected to consistently provide excellent management to the team, as well as represent client needs and goals within the organization to ensure the highest level of accuracy and quality.

In addition, the Quality Manager should build relationships …

Contact Center Account Supervisor Job in Kenya

Vacant Position: Account Supervisor

Position Summary: The Account supervisor is responsible of evaluating, monitoring and developing overall Team Leader’s and Agents’ performance and ensuring the efficient day-to-day running of account operations. The Team Leaders’ Supervisor will also be responsible for coordinating the day to day Operational activities within the contact center.

Duties and Responsibilities:

  • Plan, monitor and evaluate the teams’ daily performance and where applicable, take corrective action to ensuring