Job Summary

Applications are invited from qualified persons for the above vacant position.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

Primary Reporting:     Customer Experience Director
Location:    Nairobi
Section 1: Role Detail

Purpose of Job / Role Intent:

•    To provide resource optimization, performance monitoring and variance analysis. Conduct extensive, accurate real time operations analysis and reporting for all operations touch points in order to assist in business decision making in CX department ensuring an efficient workload /workforce balance through effective utilization of assigned resources and administration of activities, with a view to enhancing customer experience
•    Detail Conscious: Prefers to work in an organised, methodical and systematic manner to ensure all details are correct and no mistakes are made.
•    Budgets and control of spend in CX with a view to optimize available resources without compromising Customer experience

Minimum Qualifications and Experience required
•    Formal Qualification: Minimum first degree in a business related field
•    Ability to achieve thoroughness and accuracy when accomplishing a task is required
•    Experience: 3-4 Years in call Centre environment or Data analytics 
•    Unique skills: Acts goal-oriented, independently and self-critical without receiving permanent help or supervision by others & Systems knowledge (WFM, IVR, ACD , MS Office with proficiency in MS Excel and routing)

KEY ACCOUNTABILITIES

Financial Perspective

•    Tracks and Drives CX projects for accurate and timely delivery

Customer Perspective
•    Report on system uptimes and follow up with technical teams for downtimes and alert trends on a weekly basis
•    Assist with information decision making with regards to staffing resources and routing of calls based on baseline figures and customer changes identified
•    Provides clear and understandable explanations of insights and ideas from Customer data

Internal Processes
•    Planning, budgeting and reporting accountabilities including: planning and managing resources efficiently
•    Assist managers to analyse daily reports. (Agents report and department performance)
•    Assist operations delivery team with delivery and floor management for all touch points by pointing out gaps revealed from data and statistics.
•    Manage and generate daily, weekly and monthly reports for all CX Units

People Management
•    Vigilance in being able to identify underperforming employees and sharing the same with all concerned managers

Important Safety Tips

1. Do not make any payment without confirming with the BrighterMonday Customer Support Team. 2. If you think this advert is not genuine, please report it via the Report Job link below.

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