Our client a leading debt collection in Nairobi is seeking to hire a Call Centre Manager
Job Purpose;
The ideal will candidate will lead the day to day management and supervision of all employees’ activities in line with the business objectives
Tasks and Responsibilities
Manage the daily running of the call centre, including effective resource planning and applying call centre strategies and operations
Ensure adherence of other team members to customer service standards, policies for call center attendance, and established procedures.
Consistently monitor telephone etiquette of other staff members.
Answering questions from staff and providing guidance and feedback.
Continously coach and train the team (both new and old)
Assisting in the formulation of targets for individuals and teams.
Anticipate escalation and take over calls when needed.
Devise ways to optimize procedures and keep staff motivated.
Keep management informed on issues and problems arising.
Daily debt collection on allocated files and exceeding set monthly collection targets.
Tracking/monitoring daily agent output.
Managing the staff monthly shift rota
Managing the staff leave schedule
Preparing portfolio monthly performance reports
Skills and Qualifications
BSc degree in Business Management or Customer service
5+ years of experience in a Call Centre with minimum of 2 years experience as Call Centre Manager
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Tech savvy with knowledge of telephone equipment and relevant computer Programs
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
go to method of application »
All applications should be done on or before close of business 6th February 2022 via: consult@reedsafricaconsult.comOnly shortlisted candidates will be contacted
Apply via :
consult@reedsafricaconsult.com
