Dispatch Centre Manager
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Job summary
The Dispatch Centre Manager will lead and optimise the performance of dispatch agents, ensuring exceptional customer experiences and operational efficiency. This role will drive service excellence, ensuring all interactions meet performance targets and service level agreements (SLAs). The ideal candidate will oversee team performance.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
4 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Kenya
Job descriptions & requirements
- APPLY HERE: https://crayon.jobs/jobs/Kenya/Nairobi/Vhrs/DispatchCentreManager/1869DescriptionTeam training and coachingManage, coach, and mentor a team of dispatch agentsConduct regular performance evaluations and provide constructive feedbackSupport team members' professional development and trainingFoster a motivational and productive work environmentPerformance and operations trackingMonitor call centre metrics, analyze trends, and identify areas for dispatcher upskillingRecommend changes to increase customer satisfaction and efficiency, like improving average handling timeEnsure team adherence to quality standards, procedures, and SLAsMonitor customer feedback to measure and improve satisfactionRequirementsA degree in Education, Business Administration, Communication, or a related field is often preferredProven experience in coaching, training, or customer service, with at least 5 years in a supervisory or managerial role within a call centreStrong leadership, communication, and interpersonal skillsExperience with performance management and coachingAbility to analyze data and implement process improvements
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