Job Summary

This job’s purpose is to supervise daily operations and personnel aiming for maximum efficiency, ensure that technology is utilized to a maximum and that staff are well-organized and productive to achieve the company vision & mission.

  • Minimum Qualification: Bachelor
  • Experience Level: Management level
  • Experience Length: 5 years

Job Description

Reporting to: Chief Operations Officer

Hours: 8:30 - 17:30, Monday- Friday and beyond when required

Location: Nairobi, with occasional local travel required


An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.


Responsibilities & duties

  1. Supervise to ensure that objectives for the call center’s day-to-day activities
  2. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  3. Collect and analyze call-center statistics (collection rates, customer service metrics etc.)
  4. Assume responsibility of budgeting and tracking expenses
  5. Coach and provide mentorship to personnel to maintain high customer service standards
  6. Monitor and improve ordering, telephone handling and other procedures
  7. Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  8. Prepare reports for different departments or upper management


Academic & trade qualifications

  • Undergraduate Degree. Communications field Desirable


Work experience & skills

  • Strong interpersonal and leadership skills
  • 3 years work experience in a similar position with proven performance
  • Strong written and verbal communication skills 


Personal qualities & behavioral traits

  • Ability to perform multiple tasks simultaneously, employing effective time management and organizational skills 
  • Ability to work independently and as a team to meet deadlines, goals and objectives 


Relationships

  1. Chief Operations Officer: Direct line manager, who will offer ongoing support and supervision
  2. Heads of Products: Support in interacting with top-level management and assignment of projects

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