Job Summary

We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

  • Minimum Qualification: Diploma
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description

You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
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.
The goal is to do everything possible to attain goals and achieve great results for our company.

•    Develop objectives for the call center’s day-to-day activities
•    Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
•    Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
•    Assume responsibility of budgeting and tracking expenses
•    Hire, coach and provide training to personnel to maintain high customer service standards
•    Monitor and improve ordering, telephone handling and other procedures
•    Evaluate performance with key metrics (accuracy, call-waiting time etc.)
•    Prepare reports for different departments or upper management

•    Proven experience as call center manager or similar position
•    Experience in customer service is required
•    Knowledge of performance evaluation and customer service metrics
•    Solid understanding of reporting and budgeting procedures
•    Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
•    Proficient in MS Office and call center equipment/software programs
•    Outstanding communication and interpersonal skills
•    Excellent organizational and leadership skills with a problem-solving ability
•    Positive and patient
•    High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
•    Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

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Anonymous Employer
| Full Time |
KSh Confidential
| Full Time |
KSh 15,000 - 30,000
| Full Time |
KSh Confidential
| Internship & Graduate |
KSh 15,000 - 30,000